Kaip el. parduotuvės vaiko klientus
2012-11-08Paskutinį kartą el. parduotuves “krapščiau” senokai, dirbdama “Computer Bild Lietuva”, bet tas noras nepraleisti jų daromų nesąmonių nepastebėtų vis dar išliko. Pastaruoju metu susikaupė tiek pavyzdžių, ir gerų, ir blogų, kad nebegaliu nepasidalinti :)
Štai, pvz., yra tokia perparduotuvė-išparduotuvė “Membershop”. Man ji labai patinka. Bet kartais taip norėtųsi papurtyti jų vadovą už atlapų ir pasakyti: susitvarkykit savo sistemą! Bėda yra ta, kad tiekėjai dažnai vėluoja su prekėmis. Pristatymo terminai ir taip ilgi – iki 25 d.d. Bet kai lauki jau 30 d.d. ir jokių žinių – suima pyktis. Tada taranuoju el. laiškais. Po kelių žinučių išsiaiškinu, kad vėluoja viena prekė iš, tarkim, septynių. Tai ok, siųskit man likusias šešias, o tą vieną atskirai. Jei jau “Membershop” nenori siųsti prekės atskirai, pridėkite ją prie sekančios siuntos (mano užsakymuose laukiančių visada yra). Bet ne! Jie taip negali… Žodžiu, man išeitis viena – atsisakyti arba visos siuntos, arba tik tos vienos vėluojančios prekės. Bet, bet… man reikia visko! Tik nenoriu arba negaliu laukti dar kelias savaites dėl vienos prekės. Žodžiu, vidinė sistema pas juos kažkokia keistoka arba jos visai nėra, jei kitaip negali susitvarkyti su užsakymais.
Nepaisant visų klaidų, nesusipratimų ir kitų dalykų, aš vis tiek joje pirksiu. Kodėl? Todėl, kad nerandu man patinkančių analogų. Tik va dabar jau pripratau vos vėluojant prekėms iškart jų klausti, kas atsitiko. Kad susiprotėtų pranešti. Manau, kad kažkam užpakalyje raudona lemputė turėtų užsidegti, jei bent vienam klientui vėluoja pristatymas. Turėtų iškart susisiekti ir paaiškinti, kodėl taip atsitiko ir klausti, lauks ar nebelauks.
Štai dabar kankinu vieną “Varle.lt” vadybininką. Situacija tokia, kad užsakyti TV priedėliai taip ir neatkeliavo. Ir tylu, ramu… Kol nepaskambini jau seniai praėjus visiems terminams. Matai, jie prekės neturi, o pinigus gali grąžinti. Tai ko tada tylite, gerbiamieji?! Nu, niekaip nesuprantu. Ką gi, imamės vadybininko. Parašau tokį šalto tono laišką, jam užverda smegenys ir pasipila melagystės… Kad iš pradžių nematė apmokėjimo, nes, matot, iš kito asmens sąskaitos apmokėta. C’mon – juk čia BANKLINK. Apmokėjimą kiti pamato po minutės :D Juokas pro ašaras. Tada dar kažką skiedžia apie tiekėjus (nes jie juk visada kalti) ir siūlo pirkti kitą TV priedėlį, kuris jų svetainėje rodomas kaip išparduotas. Ir šioje situacijoje keista ne tai, kad nepristato ir tyli užpakalius suraukę, o tai, kad vietoje atsiprašymo “taip, mes kalti”, ima išsisukinėti. Man tai kas, man smagu :) Bet retai perkantiems internetu sugrius visas pasitikėjimas el. parduotuvėmis.
Kadangi tokių kaip “Varlė” – dar dešimtys, aš nueisiu ir nusipirksiu tą TV priedėlį kitur, o jų vengsiu. Taigi, jei nesi išskirtinis el. prekyboje, geriau jau dirbk gerai. Todėl gerai dirba ir “Knygos.lt”, o “Assorti.lt” iš vis skųstis negaliu. Kartą į siuntą pamiršo įdėti vieną iš trijų pirktų kronų. Atsiuntė kitą dieną ir dar dovanėlę įdėjo. El. knygynų ir prekių vaikams parduotuvių daug, bet dėl savo lankstumo, pakantumo ir mandagumo geriausiomis tapo šios. Bent jau man.
Komentavimas leidžiamas tik registruotiems vartotojams.
jolanta
2012-11-08 18:09Gerai dirbti ar rodyti iniciatyvą, sprendžiant su klientu susijusias problemėles, vadybininkams trukdo motyvacijos stoka. Jeigu jam “dzin”, prks ar nepirks kientai šioje svetainėje, tai ko jam stengtis.
Ir dar: manau, jog internetinė prekyba dažnai būna tik startas jauniems verslininkams į “tikrą” verslą.. Čia pasimoko, pasisemia patirties, panervuoja klientus.. :)
Salomėja
2012-11-08 21:48Mes šiandien irgi sugebėjom nusipirkti daiktą (“sandėlyje yra 5″), o sumokėję pinigus gavom laišką, kad jo nėra, nebus ir imkit pigesnį :). Praradom pavedimų mokestį ir skambučių sąskaitą didesnę pasigaminom :(
Tio
2012-11-08 23:02Jolanta, man tai atrodo kad visi verslininkai, kuriu versla imanoma perkelti i interneta, ta ir daro. Ne atvirksciai.
Salomeja, gal irgi varle.lt? Man ta pati situacija buvo su jais – rode kad dar bet kiek sandelyje yra.
Dieter
2012-11-09 10:06Kai vėluoja tai dar galima ir pakentėti. Bet kai iš vienos (paminėtos čia) užsisakius iš nuotraukos ir aprašymo padorią prekę, atkeliauja plastmasės gabaliukas nelygiais kraštais ir nupurkštas auksine spalva (kur ebay po kokį dolerį gali rast), va tada ima didžiausias pyktis.
Salomėja
2012-11-09 11:28Tio, ne, šį kartą tai buvo skytech, nes tik pas juos vienus radom, kad ta prekė yra :).
kavos aparatai
2012-11-09 14:50Oj, kiek tokių situacijų esu turėjęs… net prisimink nesinori.
Justinas
2012-11-11 12:19Hmmm… gal ir gerai, kad lietuviškose e-parduotuvėse nieko neperku :) o su užsienietiškomis man kažkaip problemų nekyla :)
Gintaras
2013-07-31 4:12Skelbiasi koks ten pas juos platus asortimentas o is tikro va kaip elgiasi.. Nu grazu tiesiog
Laura
2013-07-31 9:19Gintarai, reklamuojate? O reklama tai klaidinanti… Jokio asortimento šioje parduotuvėje nėra. Esu užsakiusi kelias prekes, tarp jų pora žaislų. Laukiau daugiau nei savaitę, kol galų gale nuėjau atsiimti poros prekių, o žaislų, pareiškė man, vis neatsiunčia tiekėjai ir perskambins tada, tai kus. Skambučio laukiu jau 3 mėnesius :) Kaip supratau, šiai parduotuvei klientai giliai vienoj vietoj. Jei turi lentynoje pasidėję, tai parduos, o jei neturi, tai užsakyti nesugeba.
Darius
2013-12-15 11:44Mano pastebėjimas kuo “didesnė” e-parduotuvė tuo daugiau tokių nesusipratimų ypač jeigu yra ir reali kartu, nes tada sunku sukontroliuoti likučius. Tai neliečia PIGU parduotuvės.
Laimonas
2014-07-24 23:14Jei el. parduotuvė rimtai, tai dažniausiai yra naudojamos sandėlio programos ir nesusipratimų dėl likučių nebūna. Tad ir sunkumų šiuo atveju neiškylą
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