Navy Professional
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High quality products need high quality customer support
Great products. The nail clippers, especially, were a joy to use. One minor issue: The nail clipper is already cosmetically damaged out of the box: specifically, the part of the lever below the pin where it comes in contact with the round protrusion on the upper clipper. The plating in that area has already worn off... not sure why, because it hasn't been used. Anyway, I'm thinking of ordering the super fine nips now that they're no longer on pre-order. Mainly subtracting a star because of customer service. What a lot of (small) businesses don't realise is that commanding a premium price for their products means they are expected to provide exceptional customer support. More so if they're also targeting professionals — which I'm not, by the way — but B2B by nature also requires a more engaged level of customer support. Order placed on 4 Jan. I bought GBP300+ worth of items. None of my products were on a preorder basis and I selected the fastest shipping possible. They were also back from the holidays, so it's no longer a "seasonal period". I messaged them on 9 Jan re: my order. But also called the following morning. Then they finally revealed the reason for the delay: they were waiting on ONE single item to arrive from their manufacturer before shipping. Anyway, I told them fine... but I would maybe consider cancelling the following week if the order doesn't arrive by then. At which point I think the lady on the other line panicked and offered to ship the rest of my products right away. Although I managed to talk to them on the phone, my email remained unanswered/unacknowledged. Areas to improve: 1. Proactively communicate delays. Don't wait for customers to contact you. 2. Strive to communicate to your customers across different channels. I get that the email was now a duplicate of the issue I raised. Premium customer support means that you still address it to acknowledge that you've had a call with me. I don't think being a "small" business is an excuse, because there are PLENTY of small businesses out there that do better. (Culturally, just look at how small business in Japan do business.) It's really just a matter of how you prioritise and invest time/resources within your business. And if you can't/don't want to provide some competitive level of customer support, you might want to reconsider your pricing strategy and positioning.