“Somehow a couple guys from New York are able to out preform Amazon”

Today we received one of my all-time favorite testimonials from a customer:

Detailed image is the best place to get your products from. Don’t waste your time dealing with the other guys or amazon. I’ve been there and done that and somehow a couple guys from New York are able to out preform amazon on shipping speed and customer service. I run a shop and two mobile detail units and I’ve decided to only buy from DI. They ship fast, answer any emails right away and take care of you! I had a few technical problems with PayPal and they were able to resolve the issue on a Sunday night! It is definitely worth buying from these guys. They have passion with detailing and helping fellow detailers.

I happened to be involved in that Sunday night correspondence that he’s referring to. We recently upgraded the PayPal API and he ran into an issue that we haven’t seen yet. We monitor all of their error messages, and in many cases we have automated email alerts sent to us so that we can reach out to customers when odd things happen. This was a new one so we didn’t have something like that set up yet (I say “yet” because I put it in place today). As soon as Reece saw his message he replied to the customer that we were looking into it ASAP and then contacted me. On Sunday nights I’m not usually online but I was monitoring email from my phone so as soon as I saw the email I hopped on and took care of resolving the issue and emailing the customer.

If you’re starting an online retail business you’re going to be competing with much bigger companies with infinitely more resources than you. You know what doesn’t cost a penny that you can probably be better than them at? Caring. Shipping fast. Replying to emails quickly. Writing like a human being that actually looked into their situation, instead of someone copying and pasting from a script. Resolving issues quickly in the same way you’d want a company to resolve an issue for you.

We make plenty of mistakes, but we also try really hard to resolve those mistakes for our customers as quickly as possible because we care. It makes my day when a customer like this one recognizes it and takes the time to write us.

PS – last year I wrote about how we maximize the benefits of great testimonials like this

2 comments on “Somehow a couple guys from New York are able to out preform Amazon”

  1. Dale says:

    Adam, it’s a testimony to all the systems you’ve built over the years to make sure the customer is taken care of. One of the first things people ask when I tell them my business is how are you different. I honestly had trouble answering (since I sell cleaning products). Yes I believe my product is better, but it’s not disruptively better. But I did have an epiphany: I’m different in that I’m a human being responding to a customer. I make changes immediately. I can resolve issues quickly. I can even develop a new product based off your specific needs. P&G isn’t going to do that.

    • Adam McFarland says:

      But I did have an epiphany: I’m different in that I’m a human being responding to a customer. I make changes immediately. I can resolve issues quickly. I can even develop a new product based off your specific needs. P&G isn’t going to do that.

      Exactly! Well put. You always have some advantages over a much larger competitor.

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