Customer Service is King


Customer Service is King

In today’s world of social media and 24/7 communication, bad customer service stories get around all too easily and then they spread like wildfire.  I’m not sure enough businesses realize that customer service extends beyond prompt shipping and receipt of intact, as-ordered products.  Good customer service is about the total experience:  from the minute I step into your store (or office, retail front, website, etc.) until I’ve come home with my purchases (or service has been rendered).  The older I get, the less tolerant I am of shoddy customer service.  I really do appreciate being treated like a human being, and it is surprising the effect one bad experience can have on your entire view of a business.

I keep seeing some of the same mistakes made by businesses–both large and small–and here is some advice that would make me, as a customer, feel good about purchasing from you:

  • Transparency is underrated.  If there is a problem, please be upfront about it.  If a code is broken, your Facebook app doesn’t work, or you’ve oversold a product, acknowledge it.  Acknowledge the mistake from the beginning rather than attempting to cover it up.  If there is an ongoing problem, consider regular status updates and spend more time providing real information than promises on when something might be fixed if there really isn’t a solid ETA.  You would be surprised at how far the mere act of acknowledgement will go–especially with big businesses that cannot always react as quickly and fluidly as customers would like.
  • Privacy is extremely important.  Keep customers’ personal identifiable information private–it’s personal, and customers are entrusting you with their data and information for a particular purpose.
  • Blaming customers is never the right path.  Sometimes customers can be wrong, but in reality, going on a public form, whether it’s a person’s blog, Twitter, Facebook, etc. is not making the company look good.  Part of the costs of doing business is dealing with bad customers, sometimes cutting them loose because they become too expensive to keep, but also recognizing that for the few bad customers (like the ones who report missing items that weren’t or always do questionable returns), there are many more that are good and honest.
  • Accept bad reviews with grace.  Not everyone is going to love your product/service/business.  If you truly have a good business and feel like you’re doing all the right things, it will show.  Just because one person has a poor experience with your product/service doesn’t mean it will be true of others.  However, if you start harassing people who give you negative reviews, you might find the backlash is far worse than one bad write-up.   After hearing from readers who posted negative reviews on various retailers’ websites and not having them posted (but their positive reviews went through just fine), I became much, much more jaded about the weight and value of reviews on retailer websites.
  • Don’t be afraid to apologize.  Sometimes a forthright, on-time apology is all that is needed or can greatly mollify frustrated customers until something is resolved.  Just don’t abuse it–you can’t keep making the same mistakes and expect an apology to suffice.

We often regale friends and family members with stories of poor customer service, while too often forgetting to recognize incidents of excellent customer service.  We should do both; we should warn others against businesses that practice poor or questionable ethics, fail to address customer concerns and problems adequately and efficiently, and ones that are simply rude or dismissive of customers, but we should remember to give praise to the businesses we love to shop at because of how we feel at the end of the experience.

Feel free to share your tips for excellent customer service or share a story of superior customer service!

What prompted me to write this… 

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New Design is in Bloom!


New Design is in Bloom!

Just a quick announcement to assure you that you are not going crazy — we have changed the design and layout of Temptalia! We hope you enjoy the new look and feel. 🙂

As with any new design, there might be a few bumps and bugs along the road, and we’ll be on the lookout for them ourselves, but if you discover any, would you please let Temptalia’s resident tech guy know? Send him an e-mail with the problem you are having/seeing along with any browser information (e.g. which version of what internet browser you use).

Notes:

  • We have changed the narrower font per user feedback.
  • If there is an advertisement in the background, the flowers + blue background will not show up.  We are still tweaking the way the background will look when these run.
  • We are continuing to improve on the search.

If you’re using Internet Explorer and something doesn’t look quite right, click “Compatibility View” (circled below) to see if the bug persists.


Happy 10,000th Post!


10,000 Posts, Oh My!

I’m a celebrator–I love celebrating milestones in life!  Sometimes we get caught up in the process and don’t take time to enjoy what we have worked hard for, and I think that is why I like to take time to celebrate various dates, anniversaries, and milestones.

This post marks our 10,000th post on Temptalia, which is just really exciting for me personally! 🙂   These milestones in Temptalia’s history also give me a moment to extend the biggest thank you to our amazing readers!  Without you, I would not have a reason to post!  I’m so blessed to be a part of such an inspiring, knowledgeable community.  Here’s to the next 10,000 posts! 🙂

Behind-the-Scenes: Lessons from Blogging


Coffee is always a good blogging companion!

Behind-the-Scenes:  Lessons from Blogging

One of the most frequently asked questions I receive via e-mail is, “How do I start a beauty blog?” or some variation on that theme—why do you blog, when did you start, how do I get readers, how do you manage your time, and so on and so forth. I thought with today being Saturday and part of the long, holiday weekend, that perhaps I’d take a post to try and give some advice to any aspiring beauty bloggers and some insight on the behind-the-scenes at Temptalia.

Get the Resources and Tools to Become a Beauty Blogger

I do want to make a point that I take blogging seriously; this is not just a hobby to me. I believe that you get what you put in. With that being said, my advice is from that perspective—I plan my life around the blog, not the other way around. This is what has worked for me, but I understand many who want to blog more as a hobby and escape from their everyday lives. These are not rules but lessons I’ve learned from the past (almost) five years of blogging that I want to share to those who may aspire to blog or are already blogging but would like more insight.

From time management to content to motivation…

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Need More Temptalia?

  • Tumblr: I love to post quick images of products I’m reviewing, testing, or launch promos. Based on a poll of Facebook fans and Twitter followers, it is a mix of more personal things and beauty, but it is still largely more beauty-oriented!
  • Facebook: Keep up with all of the latest posts on Temptalia, plus participate in random questions, polls, and the like that have a direct effect on what might be posted next. I often poll both Facebook fans and Twitter followers when I’m debating between certain products to review or what they might like to see next. It’s so quick and engaging, and it helps me help you. Facebook also allows you to interact with Temptalia readers whenever you want!
  • Twitter: When it comes to quickest way to get information out, Twitter is my go-to. Sometimes it might be about a sale, upcoming reviews, or the latest MAC launch available for sale. Twitter is also more active with day-to-day communications from myself than our other social media outlets (like Facebook).  Like on Facebook, I often ask for reader input on things I’m working on.
  • YouTube: We post a variety of product/swatch slideshows as well as live reviews! If you don’t like much text but love looking at photos, you just might find our slideshow videos a new way to enjoy Temptalia! Live reviews are often first impressions, and I give you my initial thoughts on colors, textures, and the like.