All on-line ordering enthusiasts;
Recently, I started shopping online for some equipment to equip a 55g
planted tank I'm adding to my home which I have a 29g planted already.
We have a couple of nice independent LFS in the Phoenix area, but
there selection/price pales to most on-line suppliers of dry goods.
Marcus @ www.Aquatic-store.com has been very personable (like he's a
neighbor) in helping me with some items. He even took the time/effort
to take some digital pics and email the jpgs to me of a product I was
interested in from his site after I had further ?'s. Awesome customer
service!
My next step is live plants in a couple of weeks. His site is gonna
definitely be one of the top ones I look at for that. I've ordered
from pet solutions & Dr. Fosters & Smith b4 as well, but their cs.
reps on the phone - they weren't bad but they sometimes don't know
much more than the chain LFS folks - we all know how frustrating that
can be.
Happy Aquascapes!

"Guy" wrote in
I've ordered from pet solutions & Dr. Fosters & Smith b4 as well, but
their cs. reps on the phone - they weren't bad but they sometimes don't know
much more than the chain LFS folks - we all know how frustrating that can
be.


I work in customer service at a fish place that you may have mentioned. We
in cs are not specialists and don't need to know the answers to all of your
questions, we just take your order. If you have a more in depth question,
ask for a fish tech to help you.

We in cs get frustrated because most customers do not know what the heck
they are doing, and many should not be in the aquarium hobby. We do ask
many customers to do some research on your own instead of always coming to
us to set up your tanks or what you should have in them.

We simply sell you the fish, plants or supplies, and you should know what
you are doing with them, if not like I said there are people there not just
in cs that can help you.

We
in cs are not specialists and don't need to know the answers to all of your
questions, we just take your order.

Well, it's certainly not your fault if you can't answer every question.

However...I really appreciate it when a store, online or bricks-and-mortar,
takes the time and pays the money to hire people who do have the knowledge of a
"fish tech."

The first time I ordered from Big Al's, I bought a light strip from them. The
guy filling my order noticed that I bought reef bulbs and freshwater plant
supplements. He called me up the next day, explained that I probably wanted
daylight bulbs rather than 50% actinic, and asked me if I wanted him to change
my order. I did. And Big Al's now has a customer for life. :-)


Leigh

http://www.fortunecity.com/lavender/halloween/881/

Sorry I hit a "personal" spot with the CS rep. from another chain pet
store. But, in another industry of which I am a long-time hobbysist,
running, I happen to know more about running shoes than most any store
sales person. (with the exception of other runners who happen to work
for mail-order running shoe catalogs or specialty running stores.)

In particular, I have ordered running shoes every year for a decade
since I discoverer Road Runner Sports in San Diego. They mail me a
catalog every 2 mos. (like Dr. Fosters & Smith/Pet Solutions) and I
have received very knowledgable advice on their toll-free no. when I
needed it.

In sum, the best business out there should try and hire sales help who
actually enjoy using/participating in the product they sell. It's a
win/win for companies, sales employees, and customers - but it is not
always posssible. Have a great day working, selling, and buying
aquarium supplies - and admirable industry!

Is that why in every record store they hire a bunch of highschool pot-heads?
because they get stoned and learn every note of every song available??? If
so, they've got it figured out.....

But you are right, to offer good customer service, one MUST be knowledgeful
about what the items you are dealing with....


Sorry I hit a "personal" spot with the CS rep. from another chain pet
store. But, in another industry of which I am a long-time hobbysist,
running, I happen to know more about running shoes than most any store
sales person. (with the exception of other runners who happen to work
for mail-order running shoe catalogs or specialty running stores.)

In particular, I have ordered running shoes every year for a decade
since I discoverer Road Runner Sports in San Diego. They mail me a
catalog every 2 mos. (like Dr. Fosters & Smith/Pet Solutions) and I
have received very knowledgable advice on their toll-free no. when I
needed it.

In sum, the best business out there should try and hire sales help who
actually enjoy using/participating in the product they sell. It's a
win/win for companies, sales employees, and customers - but it is not
always posssible. Have a great day working, selling, and buying
aquarium supplies - and admirable industry!