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Old 11-06-2012, 10:57 AM   #1
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** Forum Members Feedback Needed. Time to Chime in. **

This post is to HELP all the Site Sponsors/Vendors with good feedback from You The Forum Members.

What Drives your Purchase Decisions ?

What's important to you when purchasing from a company ?

Please leave company names off your post.
We don't want it to turn into a " " Joe's Bike Shop is awesome " "Joe's Bike shop sucks "
This Thread is supposed to be helpful for ALL the SiteSponsors/Vendors.by letting us know more about the Forum Members. What influences you to purchase from a company. What's important to you. And what's not.


Here is a Quick List of Key Points that most people consider when making a Purchase.


1) PRICE - Obviously with the current economy this is going to be first on everyone's List.
So Lets just assume, that everyone will put that 1st on their list.

That being said, Take a second and Post up.....in Order of Priority....... OF These Most Common Key Points (Other than #1 Price) , :Which ones come first on your list..

Which ones are important to you.? Top of your List

Which ones are not that important. ? Lower on your list.


We have put them in RANDOM ORDER. But, you can arrange them in whatever priority they are to you.
And of course post comments.


- Answers their phones when they are open ---- (Not saying every company can have a full sales staff and a bunch of dedicated Sales lines, so that you never get voicemail. That is Rare. But, Key point being, MOST of the time when you call, someone answers the phone. Nothing more annoying that Not being able to get someone to answer the phone, no matter what time of the day you call. )


- Replies to your emails in a timely manner ----- (Again, not saying every company can have a dedicated staff to do nothing but reply to emails 24/7. Key point being, MOST of the time when you email them during "NORMAL BUSINESS HOURS" you get a reply within an hour. Not 2 days later, or even worse no reply at all. )


- FREE Shipping ---- (Key Point : FREE SHIPPING)


- Knowledgeable Sales Staff ---- ( Key point : The person taking your order, knows the products, knows the bikes, knows what should fit, and what probably won't. Has 1st hand experience with the products your considering... We have all experienced what it's like to ask someone about a product, and they have no idea what it is, or what it does. All they do is sell it )

- A Real Store with a Physical Address and a phone number ---- ( Key Point :You know they are going to be there for the long haul. Not a "here today, gone tomorrow". There is nothing worse than seeing a PO BOX as the company's Physical address. Or no phone number listed, instead a.. "Email is Preferred method of contact ".


- Tracking numbers sent as soon as your product shipping ---- (Key point : They just email it to you automatically. That way you can track it, and you know when it will be arriving. You don't have to call or email and ask for it. Or worse your told. " You cannot get a tracking number until at least 14 days after your order..? WTF? )


- Repeat Customer Discount or Customer Loyalty Discount ---- (Key Point : In some form or another the company appreciates your continued business and gives you something extra for sticking with them. Either Store Credit, or Extra Discounts...etc.. )


- Order Status Updates ---- (Key point : As soon as you place your order, you are confident it will be processed quickly. Otherwise the company will email and/or call you immediately, to inform you of any delays and let you decide to continue or cancel or change order)



- Informative Website (Key point : Lots of information on the specific products, and Details Photos. Not just a "Here's the part, and here's the price. with a generic photo or no photo at all )


- Fast Shipping ---- (Everyone wants their stuff, Yesterday. Unfortunately, that's impossible. :-) But, you expect it to get to you quickly 2-5 days in most cases.. Not 2-3 weeks later. Unless your notified it's on back order.)



- Tech Support/Customer service that you can call and get Answers ---- (Key point : They don't just take orders. They can give you important information that helps you make an informed decision on what your buying. ie.. (will this fit my bike.? What do I need.?? Will this product work with That product. Are they compatible ? What size Sprockets do I need. How Fat of a Tire can I squeeze on my Rim )


AGAIN, please leave ALL company names off your post.

You're welcome to give past experiences you have had and how it has changed the way you make your decision. That's what we are looking for. Not a Bash fest on anyone or a HYPE Fest on anyone.




.
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Old 11-06-2012, 11:26 AM   #2
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Re: ** Forum Members Feedback Needed. Time to Chime in. **

I'd definitely say flexibility is a huge asset for a company to have. If I am iffy on purchasing a product that I don't know if it will work for me or if a size might not fit, I want to be able to know that I can return my item hassle free and not get charged a hefty restocking fee. Looking at the bigger picture, definitely friendly customers service; no need to elaborate on that.
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Old 11-06-2012, 11:29 AM   #3
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Re: ** Forum Members Feedback Needed. Time to Chime in. **

the ease of using the vendors website
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Old 11-06-2012, 11:32 AM   #4
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Re: ** Forum Members Feedback Needed. Time to Chime in. **

Below is my personal order of importance, excluding price from the list.

#1) Informative Website & Well Designed (ease of use/navigation)
#2) Return Policy (you'll never get my business if you have restocking fees)
#3) Tech/Customer Service
#4) Shipping Options (Free, next day, 3 day, etc)
#5) Order tracking & automated emails of order status
#6) Discount options (loyalty, military, etc)
#7) Knowledgeable Sales staff (I always do my own research before purchasing)
#8) Answers phones (I rarely phone in orders, maybe twice in 5 years)
#9) Real store with physical address (since I'm ordering online, I don't care if you are shipping out of your garage or if you have a retail shop)
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Old 11-06-2012, 11:46 AM   #5
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Re: ** Forum Members Feedback Needed. Time to Chime in. **

I think all the stuff you listed is important. I don't think there's any place that does an excellent job on all of those and frankly I don't think it's possible to nail all of them.

ie, bigger companies might be able to leverage larger sales numbers to get better prices, or can afford a really fancy web site, but don't have the bandwidth or the number of highly trained staff to provide really personalized service. Basically you've got to play to your strengths.

One of the things I really like about the forum, is that a lot of the vendors spend a lot of time on here - to the point that we have personal relationships and I can call or e-mail or send a PM and work through the details of my purchasing decision. When I get that kind of support, I stop even bothering to price check on stuff, and start dealing with those people just out of customer loyalty.

On other stuff, that's just a boxed product and there's no real decision to be made (something like a GoPro), I just want the best price and fast, dependable shipping.

In any situation, I think communication is really important, and if a vendor screws that part up, it leaves a big (bad) impression on me. If I order something and it's out of stock and I find out about that because I've e-mailed you two weeks later because the item never showed up - that's not good. However, I'm willing to put up with a lot if you're promptly communicative about it. If I get an e-mail or call within 24 hours stating it's out of stock, what the expected ship date is, options to cancel the order, or possibly order a similar product, it makes it a totally different situation.
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Old 11-06-2012, 12:11 PM   #6
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Re: ** Forum Members Feedback Needed. Time to Chime in. **

All those listed ^ and forum presence is a pretty valuable resource as well.
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Old 11-06-2012, 12:13 PM   #7
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Re: ** Forum Members Feedback Needed. Time to Chime in. **

Quote:
Originally Posted by tfs32 View Post
the ease of using the vendors website
You beat me to it.
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Old 11-06-2012, 12:48 PM   #8
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Re: ** Forum Members Feedback Needed. Time to Chime in. **

Quote:
Originally Posted by Fallis View Post
........
In any situation, I think communication is really important, and if a vendor screws that part up, it leaves a big (bad) impression on me. If I order something and it's out of stock and I find out about that because I've e-mailed you two weeks later because the item never showed up - that's not good. However, I'm willing to put up with a lot if you're promptly communicative about it. If I get an e-mail or call within 24 hours stating it's out of stock, what the expected ship date is, options to cancel the order, or possibly order a similar product, it makes it a totally different situation.
.

Good points on all three situations.

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Old 11-06-2012, 01:14 PM   #9
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It really depends on the vendor. I expect different things from a corporation like motosport and a LLC like chief.

To me the biggest thing is shipping. I want you to be honest about it. If you guarantee 3 day shipping i'm pissed on day 4 if its not there, but if ahead of time you let me know its gonna take longer then its fine.

Communication. I expect some sort of order conformation and an email when its shipped with tracking info. Don't really care if you have a phone, but answer emails within 24 hours.

have a good return policy. I don't mind paying to ship it back, but fcuk paying you to set it back on a shelf. Cross shipping is a big plus.

Have the employees at least know the general stuff about the products they are selling.

Good reviews, I won't buy from a place that has done a forum member wrong. I won't buy from a place i've never heard of.

Take pay pal

threads like this make you look better. I always like when place ask the consumer how they can improve. Shows they care.
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Old 11-06-2012, 01:16 PM   #10
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Re: ** Forum Members Feedback Needed. Time to Chime in. **

Quote:
Originally Posted by tfs32 View Post
the ease of using the vendors website


And no sales tax, free shipping, lowest price. The rest is details.
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