For the last few weeks, I’ve been asking myself this.
Do I feel entitled?
Am I a bit spoiled….okay, okay, if you know me at all, we all know that I’m way spoiled. Moving on…
Are my expectations too high though?
I love being able to support other small business owners. And, I love Mary Kay’s Eye Make Up remover. I have an amazing friend that taught me so much about great customer service when I got started with my Scentsy business. Kate was truly phenomenal at remembering names and making her customers feel like they were her only customers. And she NEVER let you run out of the products that you loved….even when you lived 2,000 miles apart. Unfortunately, with the news of carrying twins, she decided that her focus could no longer be on her business and she let it go.
So, recently I posted in an online community site on Facebook that I was looking for a local Mary Kay consultant to buy this product from. I had ELEVEN consultants contact me to tell me that they had it in stock. I asked each of them when they might be able to drop it by the house or even meet up at a mutually convenient time close by.
Six of those women never responded to my response.
Two of them simply sent me a link to their website when I responded.
Two of the women offered to meet me, 15 minutes away, but were only available at dinner time on a week day. While I understand and appreciate that they have a 40 hour a week job in addition to their business, this would never work for me as that is defined as family time.
And one of the women agreed to meet me right down the street, but didn’t actually show up.
I was annoyed and frustrated and then I started wondering if I was expecting too much. I mean, Target won’t deliver the items I want/need. Was I expecting too much from these consultants simply because they wouldn’t deliver? I always give my customers the option of me dropping it by or them stopping by my place. If they are far enough away that it doesn’t make sense to make the drive, I will have it shipped within a few days.
Then it hit me. First, Target and other retail stores have hours that allow me to fit them into my schedule. Most home based business’, this is not the case. Let’s face it, even if your business is your sole focus every day, you can’t be open 14-24 hours a day, seven days a week. Second, buying from any small business is about giving back to your local community, it’s about that personal connection and not being one of the ‘herd’.
I don’t (and wouldn’t) expect a consultant to drop everything the minute I say, ‘Hey! I need more of this.’ and rush it straight to my door, but I’ve always expected that I could get it from them in a fairly quick time frame and mostly at my convenience.
You get one shot to make a first impression.
I buy from those people that are:
1. clearly working their business
2. I know, like and trust
I did finally buy the products from a consultant, but not from any of those eleven women. Actually, not even from someone in my own state. Why? Because none of them gave me the confidence that building their business was a priority or that I would be able to depend on them for good customer service in the future.
Your thoughts? Am I overly entitled? Expecting too much?