Hearthlist Digest #338 - Sunday, September 5, 1999 Internet Sales by "Craig Issod" <[email protected]> Re: Internet sales by "Traditional cast iron stoves" <[email protected]> Re:Internet Sales by <[email protected]>
(back) Subject: Internet Sales From: Craig Issod <[email protected]> Date: Sun, 5 Sep 1999 11:57:36 -0500 Jim Butchart Said: >The point is: Gas logs, gas stoves, ventless gas logs, woodstoves, and >pellet stoves should not be sold over the internet. While this is a valid opinion, it is wishful thinking which is so far removed from reality as to be likened to the tooth fairy. (sorry, Jim). When I owned the national distibutorship for HS TARM boilers, we sold millions of dollars worth of wood burning and multi-fuel Hot Water Boilers to customers all over the country. About 1/2 were sold direct to customers since there were very few dealers who were interested in these highly technical machines. They weighed from 1200-2000 pounds, had to be assembled, put into basements, plumbed in, attached to chimneys and wired. Surely a lot more complicated than your average vent-free gas log job. We prepared proper manuals and other instructions, carefully qualified our customers, ALWAYS were available by 800 number and were glad to talk to either the customer or his contractors. As a result, we had virtually no returns and almost 100% customer satisfaction. Before I sold my stores, we did about 200 grand of business over the net..all over, with very few problems. THese customers are obviously pleased. At the same time, I'm sure many of you know of retailers and contractors who do not stand behind their products...even though they have a "bricks and mortar" store location. We have one local hearth store near here where the owner throws things at customers and calls them names I can't repeat on a family list like this! The point being that customer service can be provided either on or off the net. Selling on the net is no excuse for not giving it...but selling off the net is no reason either. An online retailer could actually provide many services that cannot be provided by the local retailer. For instance, a "knowledge base" of hundreds of questions and answers, accessible 24 hours/day. Compare this to the employee (just hired last year and not trained properly) trying to solve a customers problem in a local store. An online store can provide instant pricing, downloadable manuals...things which I have to admit we didn't always have handy in our stores. There are advantages and disadvantages to both local stores and internet selling. However, superior customer service is not limited to any one medium. ------------------------------------------------------ Craig Issod HearthNet at http://www.hearth.com [email protected] Everything your Hearth Desires ------------------------------------------------------ ------------------------------------------------------
(back) Subject: Re: Internet sales From: "Traditional cast iron stoves" <[email protected]> Date: Sun, 5 Sep 1999 11:58:30 -0500 Im somewhat bemused following this thread, your statement quote . Gas logs, gas stoves, ventless gas logs, woodstoves, and pellet stoves should not be sold over the internet. What difference with regards the sellers liability no matter where its purchased. Our company is based in the UK we sell through different medium mainly in Europe but also in the US. As regards your reasoning that you couldn't install/ service an appliance because an insurance company would not cover your work is total balderdash the only reason an isurance company would refuse cover vis if the operater were not compedent to do it. You state why should you...no reason at all other than to charge for your labour and make a living. As regards Travis stoves I hazard a guess that the reason they prefer their appliances be sold via traditional methods is because they can command a higher price. We manage to sell our goods approx 50% cheaper including shipping from the UK than equivalent stoves manufactured in the states. Oh and before im advised that EPA regulations are more stringent than the regulations in Europe. I point out that in the UK its a criminal offence to exicute works on gas appliances unless you are registered with the relivant governing body Regards Jim Hinds
(back) Subject: Re:Internet Sales From: [email protected] Date: Sun, 5 Sep 1999 11:59:41 -0500 RE: >>>"....What I was trying to get across is the fact that some manufacturers ..... do not want their product sold over the net because there will be no service from the seller.>>>> OK - Please...... gimme a break>>> what I think you are trying to say is: a retailer should not sell items irresponsibly >>>>> If the sale is the result of an 800 add, a national magazine or catalog promotion, an internet inquiry or a walk in customer >>> the sale is all the same. I have seen customers with product purchased across town that were not properly taken care of .... (and we probably have a few unhappy customers ourselves over the years)..... But the point is NOT about "the evil Internet seller". If we sell an item to a customer we should be responsible for what we sell. Why do we get all psyched up about a sale being a result of internet advertising rather than a catalog mailed into a potential customers home or an add in the local newspaper. We should not be talking about where we advertise but rather how we should stand behind the product we sell. Yes, it is impossible to service an item 4 states away BUT does the fact that the sale was a result of national catalog promotion rather than an internet inquiry make it any better? Maybe we are missing something in our concern that an item was purchased elsewhere. We sell service as once of our product offerings. If we are charging a good service rate I see no problem in making my profits servicing an orphan gas log set. (Of course I would rather have sold the log set but pay me now pay me later >>> We are in the business of service >> sell what you have and worry about lost sales another day.) If you are too busy to service other dealers product than what are you complaining about? ..... Seems to me, you must have all the work you can handle .... so why fret over the lost sale. Maybe the gas log guy really bought his log problem at the local Barn Depot Chain store in town but he thought it would sound better if he told you he was a cool internet shopper.... He has a problem >> either fix it or send him down the road. Let's not wail on the internet. Promote a responsible dealer network if you want but do not put blinders to the marketing trend. Sears made a fortune selling through their catalogs .... I'll bet the local blacksmith thought it was irresponsible of Sears to sell wagon wheels through a mail order catalog >>> I mean what if the wheel fell off at a full gallop .... why should he fix that old metal rim tire they bought through the mail? Defending responsible anarchy, kg-one