Saturday deal?
cholmes8310
Everyone, Registered Users Posts: 1,585
cholmes8310
Everyone, Registered Users Posts: 1,585
Comments
After a month of buildup, Kelly really should have said something. A one line email or a simple announcement in the forum is all that it would haven taken to avoid the disappointment you're seeing.
The strong CCOM forum is a testament to their effective use of social networking. No company should know better than CCOM that disappearing from your followers is a recipe for disaster. Blank screens drive a lot social networkers nuts. A good example of that was the guy who went ballistic when he didn't get an email response from Kelly (don't know if he actually did or didn't). Over the top? Absolutely, but that's the downside to social networking. After a flap like that, you would think Kelly & Company would have been a little more careful about keeping customers in the loop.
In this thread you see one guy that's definitely torqued, at least one that wasted time checking his email, and a couple who are mildly disappointed. Why go there if you don't have to? A simple message is all that it would have taken. After all, isn't that what great customer service, something that CCOM prides itself on, is all about? And before somebody says it, this is not about whether or not Kelly deserves a day off. That's between her and her boss.
Don't get me wrong. CCOM is my favorite cigar retailer. And while I have a good business relationship with them, that's what it is, a business relationship. As much as I might like it, we ain't drinkin' buddies.
In any case, Kelly (if you're reading this), we love what you're doing and we appreciate you.
We love and appreciate the awesome deals you have given us the past few weeks.
And we look forward to the surprises you have for the future.
Goes for everyone else at CCom as well.
The CCom boards are littered with story after story after story of how CCom PEOPLE have taken care of their customers. Andy D has a thread singing his praises. Tim B regularly e-mails people when he knows their favorite cigars have come in, or are on sale - how is customer service like that NOT personal? You can call the hotline & mention with deals they cut other people months ago as a personal favor & they will do the same for you. Try that with any other retailer and see how far you get.
If you want straight up business for business' sake, merchandise for cash with no regard for customer service, may I suggest you check out Thompson Cigars to see if they have a forum?
It's obvious you didn't understand a word I said. There was an outburst early in the thread (not by me), and I made a few comments about why it happened and how it could be avoided.
There was then a conversation that expanded to the notion that buying cigars in the forum was some sort of privilege, and the same rules of retail didn't apply. While some guys might be OK with that, some others are not. CCOM works hard on customer service because that's good business. Again, I was just pointing that out.
Most customers don't speak up when their unhappy--they just go away. No doubt Kelly we see this thread on Monday, and she will see that communication is important if she wants to get the max out her Saturday deals. Long-term, that could help Kelly's sales by making her a more savvy social marketeer.
Last I heard, this was a forum to express points of view, and I'm entitled to mine. How about respecting the spirit of a forum by turning the siren off your wahbulance.
No doubt Kelly will see this thread on Monday. Hopefully what she will see is that we appreciate it when she hooks us up with a special deal every once in a while when she doesnt have to.