It comes as no surprise that consumers nowadays can have a bit of apprehension when conducting business online. E-commerce is the way to go, has been for some time. Christmas shopping online takes the stress out of finding parking spaces, takes the stress out of dealing with crowds, and cuts down on the amount of the time spent looking through items that so many are looking through at the same time. Online shopping takes care of all of that. But, online shopping can make one wonder if they will really receive what they have paid for.
This was a concern for Steven Barbarich, and a concern well thought of, because he did not get what he paid for, and due to bad customer service, found himself not compensated nor accommodated. Years ago, he purchased a home spa online, and when it was delivered, not only could he not get it into his house, the customer service representative he called in reference to the misinformation regarding the size of the spa, really did nothing to help him. When considering this himself, Barbarich decided that he could do much better, that he could run a company that produced and distributed high quality spas and jacuzzis, and also attend to the highest of standards with regards to customer service.
Although spas are quite affordable these days, they are still a relatively high end purchase for many people, and Barbarich wanted to make sure that there was a an online company from which people could order products without the usual fear that accompanies a purchase of such kind without being able to physically see the purchase. He wanted them to have a guarantee as to what they were buying and the information in which they were receiving. Along with that, he takes pride now in a company that solves the customers issues and concerns, not one in which makes them all worse. He learned a lesson through his dealings with poor customer service, and he used this lesson to help others.
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