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Subject: RE: UKNM: What's in a name
From: John Braithwaite
Date: Fri, 30 Jun 2000 12:45:09 +0100


Whenever I get good service I ask myself:
1. Are they busy enough?
2. Is it because of good customer service?
Judging by the 'nicheness' of their site, I would say 1. is more likely.

Regarding comments about customer service, of course 100% satisfaction is
the ideal. The big sites never get it, but they try their damnedest to get
close. However, I can understand why some of the larger sites occasionally
have problems with providing books - the reason is that some publishers
(usually the small, still in the 1950's ones) give the distinct impression
that they really don't want to sell their books. i.e. Indicating that a book
is in print when it is out of print, losing (yes, frequently) orders and
taking as long as possible to actually despatch the titles. Which is why we
always say 'Normally available within XXX hours/days' as that's the best we
can do unless a product is actually in stock at our warehouse (which is the
only time that we can say 100% we will despatch this good immediately).

Finally, Ian - glad you're back in work - although Breathe? Interesting
choice. What are your thoughts about WAP and i-mode?


John B

Date: Thu, 29 Jun 2000 13:05:17 +0100
From: Melanie Beech <M [dot] Beechatsyzygy [dot] net>
Subject: RE: UKNM: What's in a name

Just to say, on the customer support, speed of delivery thing - try

My order arrived before they even had a chance to email me and say it had
been dispatched. It got to my front door in less than 36 hours, and
delivery was completely free.

Now that's what I call a result. If only all internet shopping services
were this good... (sigh)


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