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Businesses and the holidays.
I suppose I had hoped that business owners would catch on but apparently this is a trait that is going to continue *sigh*
3 years ago I wrote about How the holidays affect your business, as well as people who take off and leave their business hanging during the holidays.
Today I’m here blogging about businesses (mostly small or start up businesses) that have excuses during the holidays.
I guess it’s true when they say that common sense isn’t so common.
I thought that everyone knew that the holidays are a busy time of the year with people shopping, right?
Apparently some small businesses didn’t get the memo or they thought they were Wonder Woman and could handle it all. That’s why they are now using this new software system, a fully functional online PDF solution — sodapdf. A reliable, intuitive and portable PDF software you can use at home and on the go.
The past three weeks I’ve dealt with businesses (more than I can count on one hand) that have dished out some lame excuses for the reasons they haven’t shipped product, answered emails, etc.
Some of which blamed the holidays but yet the orders were placed prior to Thanksgiving…so they’re just using the “busy holidays” as an excuse which doesn’t even pertain to the time frame, but whatever.
I understand being a small business (having started, owned and run my own) and being the only person working it.
However, every day all the orders got shipped out from the day before, all emails were answered and business was run smoothly and professionally (you could ask any of my former customers as well as the 200+ consultants who worked for me). I was one person, doing it all…no excuses! (and yes, take my daughter to and from school every day and do normal family, household duties as well) Because I know that fast shipping, attentive customer service is going to keep clients happy, coming back and referring more to me! It’s a no brainer. Learn more about business, bees, and a lot more by visiting the blog of Lee Rosen Miami.
Perhaps I expect too much of people?
But, if I place an order over a month ago and have to continually follow up and you don’t respond that creates a problem.
If you respond to an email saying “I’m going to get right on this” that would mean (at least to me) that you’re going to rectify the issue.
Three days later if I don’t hear anything, yes I’ll be emailing you back.
I don’t expect nor want excuses when I do about how you’re one person, you’re a small business, it’s the holidays.
Reality is this…
yes you very well may be a small business but if you’re so busy you can’t handle it all then hire someone to help you, get a teen to do their school volunteer hours to help you, whatever…get help!
Because, I’m pretty sure Santa or any other imaginary friend isn’t going to come along and help you.
If you make excuses, that validates the customers thoughts that you aren’t steady, solid, strong, confident or prepared to run your business like a business.
Yes, I know you’re going to tell me that you don’t have enough revenue to pay someone to help you right?
If you’re so busy that you can’t keep up, then that means you’re making more revenue and yes you should invest in some seasonal help, PT help to get through the busy season because reality is this…
You may be really busy right now, but what happens when the holiday orders are done?
Your business goes back to normal, or worse since you’ve not responded to people, you’ve not fulfilled your orders and they’re going to start tweeting, updating Facebook, blogging and making sure people know not to do business with you. When you want to learn more about business and wants some tips, make sure you visit PagerDuty Website.
When I email you asking where an item is, I don’t want “I’m only one person and we have been extremely busy due to the holiday.” as a response.
Note…is this person really only ONE person? because they say one person yet use WE have been extremely busy…
so, which is it? one person or we (meaning multiple people)?
That pretty much says you’re not important enough to get your order out that was placed before the holiday, I messed up but am not going to apologize or make things right, I’m going to blame the holidays for my ineptness
I can guarantee you, you’ll lose customers with that line (or at least me as a customer–and those who read this know I will give praise for good business/customer service and I will also tell about the lousy businesses as well).
So, here are a few thoughts for those in business for themselves or running a small business with employees.
Don’t give excuses!
Be accountable for screw ups.
Make it right…do what it takes to make sure orders are fulfilled in a timely manner.
If you need help (even if it’s just during the busy holiday season, go ahead and invest some coinage and hire some PT help).
Treat your business like a business…yes, I know you probably have shopping to do too and baking, family stuff, parties, etc. but you made the decision to be in business so take care of business!
Lastly, enjoy the holidays knowing that if you do treat customers properly that you’ll have business after the rush otherwise, if you mess people over you may find business slacking off even moreso after, also make sure to check the easily compare electricity prices for business guide, I’m %100 sure it will help you.
You don’t expect too much. The problem is far too many people expect too little, so the bar has been lowered. Poor service and lack of professionalism has become the norm in many circles. I refuse to settle. Professionalism still exists with some business owners, so if the lax ones don’t take care of their customers someone else will.
AMEN and ditto what you said Laurie.
I’ve been accused of being too picky, too demanding but wow really?
A month goes by (pre-holiday season) and no product, just lame excuses and from multiple businesses nonetheless *sigh*
and EXACTLY to if some don’t take care of business, others will and I’ll be loyal to them…not the ones full of excuses
I am so spoiled by Amazon and Zappos. Yes, they are behemoths, but their customer service is incredible. When I order from other place–even other big name stores–I always am surprised at how long it takes. I think one problem with our economy is that business are afraid to hire so they are short-staffed and customer service is suffering.
Tara how true is all of this, I completely agree with you!!! Some people make every excuse in the book, I had a giveaway on my blog about a month ago, I am still trying to get the company to send the product ans all I get from them is “its in the mail” but nothing has shown up. I feel bad for my followers who are not getting their product, doesn’t make me want to work with them.again.
Exactly Coco!!! They don’t realize though by being “cheap” and not hiring sufficient or qualified staff that they’re going to lose even more money in the long run since people will start shopping elsewhere.
Katie, that sadly happens a lot. You have to stay on top of them and what I do is if they don’t deliver and if they dodge emails, calls then ‘call them out’ on Twitter & Facebook….fortunately I haven’t had to do that (yet) since the companies I deal with have been good about delivering or do respond and resolve issue if they’re behind.