Managing Customers' Expectations
"Please reply my Whatsapp if not I will order from someone else."
Don't use this on me please :(
To be honest, messages like these make me really upset. Technically Eb is on the receiving end since she deals with customer enquiries (sometimes I will reply the FB messages) while I'm responsible for the baking and decorating side.
This upsets me not because the customer is threatening to source from an alternative bakery. I believe in fair competition, so by all means. I respect your decision.
I am upset because this customer assumes that by threatening me, or us, he or she will automatically receive special/priority treatment so that we don't lose out on that particular order.
When you assume that, you also assume that I am a money-minded person without principles.
All I can say is, 我们没有缘分 :(
Okay lemme try to approach this subject in an objective way, cos ya know, #CustomerService. Must be sensitive without hurting any customer or potential customer's feelings while being fair to my sister and myself.
Lemme do this in point forms. And feel free to point me out if I get too defensive or aggressive haha.
Communication method: Whatsapp
We use Whatsapp because it's convenient. Firstly, it's via phone, you can snap photos and instantly send pictures of screenshots, type short messages etc.
Sometimes finalising cake details requires a lot of to-and-fro discussions.
"How about red?"
"Yes sounds good!"
You get what I mean. Imagine sending 6 emails for that haha. You don't have to send an email just because you want to show me a photo or say 'Ok'.
This is also better for our slightly mature (in terms of age) audiences who are not that savvy in terms of using a computer to send emails.
I know Whatsapp is an 'instant' messaging app. I understand that people like to receive replies almost immediately because that's what happens most of the time when we are texting our family members or friends right?
Why must wait so long? Which brings me to my second point.
Waiting time: Why no reply yet?
From a sender's point of view, they send a message, they wait. For 10 minutes. Then an hour passes. They get impatient. They send another message.
Haha this happens so often I can't even. Yes we are here we are here. In fact Eb is replying to messages all day when we are at the shop. Sometimes she will be away from the phone as I need her help to frost some cakes on busier days. Sometimes she's doing the dishes. Sometimes she's preparing lunch for me #CosIBaby.
Trust me I've waited for replies too. It is not a nice feeling, I completely understand. Especially when you have an urgent question or even if it's not urgent, waiting is never fun. 我了 .
Sometimes we reply a Whatsapp text after more than 24 hours. Very unreasonable right??
But truth is, we have 85 other messages that came in earlier and all we can do is clear each chat one by one.
And that takes time.
Also, within that 24 hours, we have to have our meals (v impt to me lol), shower, sleep, talk to my dog..
A line has to be drawn. At some point I have to end work and go home and stop thinking about cakes. I need my time with Gooby and Eb needs to go home and watch Running Man. Of course not forgetting our very very precious family time. We want to watch MasterChef together. Not asking for a lot right?
所以，请你等一下可以吗 ? :)
Trying your luck: Maybe will reply faster.
Sometimes when customers don't hear from us on Whatsapp, they send the "Reply my whatsapp" messages via email, Facebook, even to my personal phone number, justtttt in case we didn't receive their Whatsapp.
Sometimes I get comments on Instagram about the same issue too. And when one person does it, a few more follow :(
I understand that they are trying their luck. But sending us multiple messages on multiple platforms does not = a quicker response from us.
In fact, we have to spend more time to reply you on all platforms to urge you to be patient and assure you of a reply on Whatsapp. This slows down the work process and you end up waiting longer.
I am not angry, I am just trying to explain and hopefully more people can understand what is going on at our end.
I cannot emphasise enough how important every customer or order is to us, but at the same time I would like to highlight that we work with fairness and principles.
Four simple words: First come first served.
Three more simple words: Work life balance.
20/8/2015 11:29:51 am
Hi! I agree with you POV. But from a customer's POV, when shopping for a service online, timeliness is key. And some customers are more gan chiong/excited about their order because it may be for a special person. If you are unable to help them, they may require time to source for other reliable contact, they too may be busy with other things so might not have time to review/search for other contacts. This sourcing may take another 1-2 days. You may want to set a time range to reply and make it known to customers. Here's my 5cents worth!! Thanks! :)
20/8/2015 12:07:30 pm
Hi! Just in response to D, I understand that you're trying to speak from a customers POV, but if they really are getting the cake for somebody special, they should have planned in a long time in advance, in anticipation of these specialty cake shops such as miss goob's don't reply as quickly as they would like. The onus is on them to ensure they have proper time management. As such, there is really no reason imo for customers to be so unkind to people like miss goob.
20/8/2015 12:49:20 pm
20/8/2015 12:35:04 pm
21/8/2015 10:25:10 am
Hi how can I get in touch with you if I would like to order a cake? Please email me at my address above. Thank you
22/6/2022 11:36:30 pm
Grateful for shariing this
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Hello! I am missgoob.
@missgoob on Instagram