Customer service at the large LA wholesalers

[Fish World1]

Or in my case I should say customer "NO" service. I won't name the name but there is one of the larger LA wholesalers that only return maybe 20% of my calls. It makes me feel like they don't even have the time for me. I only spend between $750-$1,000 a week with them. I'm sure it's not a lot for them but it's a lot of cash for my small store.

My question for all you other owners out there. Do you have the same problem?

I will also say that Steve, and John at MSI always promptly return calls or e-mails.

 

[Anonymous]

Maybe you should request a different sales rep?

 

[Anonymous]

Or speak with your dollars. (They're surely not the only game on 104th!)

 

[Anonymous]

Or in my case I should say customer "NO" service. I won't name the name but there is one of the larger LA wholesalers that only return maybe 20% of my calls. It makes me feel like they don't even have the time for me. I only spend between $750-$1,000 a week with them. I'm sure it's not a lot for them but it's a lot of cash for my small store.

My question for all you other owners out there. Do you have the same problem?

I will also say that Steve, and John at MSI always promptly return calls or e-mails.

with all due respect,- without knowing what your calls are about, it's kinda unfair for anyone to make any judgements, here

how do we know you're not just calling to bug 'em? :wink:

 

[Anonymous]

fwiw:

i try to never leave a message, or wait for a return call, i usually pick the 'thx, i'll wait 'till they get off the other line', option, or ask to speak to the boss/higher up, if need be :wink:

 

[Fish World1]

I've tried a few of the other places and wasn't satisfied with the product. My sales rep really pulls me some great stuff so I don't have any complaints there.

I understand they are busy, I'm busy myself but I take the time to answer questions for my customers. I could understand if I called daily or even weekly, but I call maybe 12-15 times a year. Out of those I got 3-4 returned.

 

[Anonymous]

That's not very good customer service, then. I think Rover's given you the best suggestion, then.. or, send a letter when you pay your next bill. It's in writing, and may make to the top. I suggest this because it's your rep who's pulling this really great stuff for you, but if it's the follow-up that's giving you heartache a phone call to complain alone may not do it.

In the end, besides great product, it is about customer service.

 

[MaryHM]

Have you actually spoken to your sales rep about this problem? That's where to start. Tell him/her that you are really pleased with the animals they pull for you, but when you call you'd really appreciate a return call. Just vocalizing it to them may be enough to fix the problem. Also, to all you retailers out there: When you call and leave a message, don't just say "This is so and so at xyz store. Call me back". Tell us WHY you are calling. That way we can prioritize calling back. I'm not a desk jockey. I'm downstairs pulling animals all day Monday and Tuesday. There's only 4 of us to pack at my company, and it takes all of us working non-stop to get it done by 3pm. When I have to stop to return phone calls and all the customer wanted was a stocklist or something, it eats up my time. Need a stocklist? Call and leave a message saying so, and I'll fax one over- we won't have to play phone tag for 2 hours. Another way to get a response is to fax something over saying "this is so and so from xyz store and I need you to call me back about <insert question>." When I actually have a hard copy of something in my hand, I'm more apt to call back quickly than if I just wrote down your name along with 14 others on a yellow legal pad for call backs. So try speaking to your salesperson and try faxing over requests. Maybe that will help you.

 

[JennM]

My dry goods sales rep makes me feel like I am her ONLY customer. She always has. She's very busy and she is totally awesome. I even wrote a letter to her boss, expressing my appreciation.

All the wholesalers I deal with (and there aren't but a few) are terrific at communicating with me - as Mary said, a message with your need in it is most likely to be satisfied without a merry-go-round phone-tag session.

As far as 104th street (and environs) goes, I had good sales reps, they called me all the time, just the quality was lacking for me.

Jenn

 

[Anonymous]

Now that sounds like customer service.