1. Bob Browning Bronze

    MD at Textor Webmasters Ltd

    05 May 2006 18:33pm

    avatar I always recommend to clients that they put their phone number prominently on every page of their ecommerce sites.  I believe it re-assures customers that if they have a problem, the customer can talk to someone.

    I just proved to myself that it was the right advice for the wrong reason.

    I purchased a print server from a very well-known electronics firm that we have used for years (who shall of course be nameless).  It turned up and I could see from the picture on the outside of the box that it was the wrong sort of centronics plug. I didn't even remove the shrink-wrap.  

    So I went into 'my account' => 'select order' => 'returns' => and the system told be that because I had waited more than 7 days it was too late to return it.  This was on the same day it was delivered, the day after I ordered it.  

    But the good news was that there was a form to contest this, which I filled out.

    Nothing

    A week passed, this wretched box still on my desk, I went back to the site so I could phone them.  What do you know - no phone number.  Which I hadn't noticed over many years of visiting the site.

    I am sure some accountant thought it was a good idea to save money on support staff by not publishing their phone number, but  it means that they have lost my custom for ever because of a £45 item.  

    My experience over many years is that every cock-up is a sales opportunity. A failure handled well can bring you repeat business and recommendations.  Handled badly and you have lost your customer.  

    How can you handle the problem well if your customer can't talk to you? 

    In any event I have learned my lesson - I will check for a phone number before I buy anything, no matter how well-known the firm.

    Bob
  2. Andrew Allfrey Silver

    eTail Optimisation Specialist at Click Funnel Ltd

    06 May 2006 13:40pm

    Picture-23.jpg Hmmmmmm ... It never ceases to amaze me the number of websites that aim to make communication as difficult as possible. Surely if a website wants to develop trust with its visitors, contact details must always be prominently displayed on all pages of a site. Personally, I never buy any products unless full address, email and telephone numbers are displayed on every page or atleast a clear link to a contact us page. 

    Unfortunately I'm sure your story is by no means unique.

    Andrew Allfrey
    www.e-prominence.co.uk
    Search Engine Marketing Services

    On 18:33:41 5 May 2006 textor wrote:

     

    I always recommend to clients that they put their phone number prominently on every page of their ecommerce sites.  I believe it re-assures customers that if they have a problem, the customer can talk to someone.

    I just proved to myself that it was the right advice for the wrong reason.

    I purchased a print server from a very well-known electronics firm that we have used for years (who shall of course be nameless).  It turned up and I could see from the picture on the outside of the box that it was the wrong sort of centronics plug. I didn't even remove the shrink-wrap.  

    So I went into 'my account' => 'select order' => 'returns' => and the system told be that because I had waited more than 7 days it was too late to return it.  This was on the same day it was delivered, the day after I ordered it.  

    But the good news was that there was a form to contest this, which I filled out.

    Nothing

    A week passed, this wretched box still on my desk, I went back to the site so I could phone them.  What do you know - no phone number.  Which I hadn't noticed over many years of visiting the site.

    I am sure some accountant thought it was a good idea to save money on support staff by not publishing their phone number, but  it means that they have lost my custom for ever because of a £45 item.  

    My experience over many years is that every cock-up is a sales opportunity. A failure handled well can bring you repeat business and recommendations.  Handled badly and you have lost your customer.  

    How can you handle the problem well if your customer can't talk to you? 

    In any event I have learned my lesson - I will check for a phone number before I buy anything, no matter how well-known the firm.

    Bob

     

  3. Darren Beale

    DIRECTOR at LATIVIO.COM

    09 May 2006 13:53pm

    avatar i think the lesson here is you didnt even notice the site didnt have a phone number on it at first and still ordered.
  4. Anonymous Bronze

    Senior E-Commerce Manager at Travel Services Company

    18 May 2006 11:47am

    Avatar-blank-50x50

    I agree that you should always have a phone number (and other contact details) on the site.

    The other lesson from this seems to be that if you do decide to only allow contact by email/online form then it is absolutely critical that the enquiry actually reaches someone in the organisation and is dealt with in a reasonable timescale.

  5. Bob Browning Bronze

    MD at Textor Webmasters Ltd

    18 May 2006 12:06pm

    avatar I just discussed this with a friend, and it seems that they dropped the phone number from their web site about six months ago.    There is no phone number in the printed catalogue they send out either.

    As a follow-up to the story.  I sent back the item with a covering letter and a copy of all the documentation asking for a refund.  A week lated a box appeared with the item in it, sent back to me with no note or acknowledgment.  

    For the sake of a phone call, these guys have lost my custom and everyone else I tell the story to.

    crazy.

    Bob
  6. Ian Bowland

    Director at webviz

    19 May 2006 09:30am

    avatar I agree with textor.
    I always recommend putting a phone number on all pages of a website - especially ecommerce sites - with opening hours if appropriate (nothing worse if can't get in touch). Sometimes emailing isn't appropriate. Shouldn't clients make it as easy as possible for potential customers to get in touch how + when they want even if it is just to return something. 

    We all know it's much cheaper to retain a customer than to get one in the first place. There is also the issue (especially with the web) that any bad experience is shouted about in forums. Some people unlike textor do name names with bad customer service.

    This just seems sensible to put a phone number on.
    ian.b@webviz.co.uk
  7. Rob Taylor Bronze

    Director at Fat Horse New Media Limited

    20 May 2006 17:31pm

    rob_taylor.jpg I think this depends very much on the ability to allow other effective lines of communication - such as self help and a decent order status system. 9 times out of 10 CSAs look at the same piece of information that the consumers looks at - it also depends on what your selling. I would kind of like to have a chat with somebody if I am buying a £2,000 HDTV - but if it's a book that costs £6 what else is there to say. I've worked with several big brands that have done everything possible to avoid any kind of verbal communication with there customers, and they seem to doing all right thankyou.

    On 09:30:59 19 May 2006 IanBowland wrote:

     

    I agree with textor.
    I always recommend putting a phone number on all pages of a website - especially ecommerce sites - with opening hours if appropriate (nothing worse if can't get in touch). Sometimes emailing isn't appropriate. Shouldn't clients make it as easy as possible for potential customers to get in touch how + when they want even if it is just to return something. 

    We all know it's much cheaper to retain a customer than to get one in the first place. There is also the issue (especially with the web) that any bad experience is shouted about in forums. Some people unlike textor do name names with bad customer service.

    This just seems sensible to put a phone number on.
    ian.b@webviz.co.uk

     

  8. Bob Browning Bronze

    MD at Textor Webmasters Ltd

    23 May 2006 11:31am

    avatar >>but if it's a book that costs £6 what else is there to say. <<

    You sent the wrong book
    The book didn't arrive
    Page 36 is misssing
    It seems to be damaged
    I have changed my mind
    Is it hardback?

    I can have any of these conversations with my friendly neighbourhood Waterstones, why not with you.

    Bob

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