As a direct marketing business, selling mostly to consumers, we are constantly trying to identify and focus on what will please our customers and keep them coming back. The solid foundation for this effort is our set of values. This can be summarized quite simply as the paraphrased biblical “Golden Rule” Treat Others as You Would Like to Be Treated. Of course if we didn’t plan, organize and manage for profit we wouldn’t be around to please our customers. Here are the five things we do that we hope please our customers and keep them coming back.
1. Offer Christmas Products They Can’t Find Elsewhere. This is easier to do for Christmas Night because we maintain a sharp focus on large Christmas figures, primarily for outdoor. That means no tree baubles nor tree skirts and no trees either. Just Life Size Nativities, Nutcrackers, Toy Soldiers, Reindeer and other large figures associated with the celebration of Christmas.
2. Provide Superior Customer Service. I answered a customer call the other day and was happy to take an order for 27″ Nativity Set. When I asked the customer (as I usually do ) how he found us, he said we were number two on the Google page but we answered our phone and helped him, which the number one ranked store did not. The term “superior customer service”is a cliche these days as so many companies claim to offer it. Few companies follow all the way through as we do, even after delivery.
3. Offer Good Value. We don’t always have the lowest prices on our products, we offer free shipping on a limited number of products and we rarely discount our product prices. Nevertheless, the product reviews and customer comments seem to confirm that we provide good value. The items which arrive broken are replaced as soon as possible and defective items are repaired or replaced.
4.Maintain High Quality. We have replaced several suppliers who have let their product quality slip, we spot check our incoming shipments and we constantly work with our factories to improve molding and painting.
5. Make Our Products Easy to Find Online. How many times have you entered a key word or phrase online and the search engine takes you to a website which offers nothing even close to what you want, but owes its prominent position to search engine tricks. With us, when you have taken the trouble to define exactly what you want, that’s what you get. No “bait and switch”
So there you have it, an opinionated list of what we see as our strengths. Perhaps you don’t agree and think we are off base or blowing smoke. Please tell us. We really do want your feedback