ECommerce & Good People

Anyone who knows me knows that I am a serious book fiend.  I don’t nearly have enough time to read my books but I just can’t stop buying them.  What makes the matter worse is that in this economy, there are way too many book sales.  

When I can’t visit the stores physically, there are these internet ones ... 

I got curious about The Commercial Press’s cp1897.com.hk  the other day, and decided to by a book “to try it out” (I know .. it’s a pretty lame excuse).  So a small book it is : I ordered “FISH!” by Stephen Lundin, Harry Paul and John Christensen.  I got a mail saying that I will have another mail coming soon, at which time I can go to the Kornhill branch of The Commercial Press to pick it up.  

I waited, I went on a business trip and I came back, I waited.  No mail.  This is pretty upsetting, as I expect these folks to be able to do much better than this!  So after two weeks I rang the customer service number on the first email.  A man picked up, listened to my case and promised to ring back.  

He did.  He explained how the internet shop and the physical stores operate on two inventories (why?).  While the internet store is completely out (shouldn’t they know this when the computer took my order?), they found one at their Tung Chung branch (so he did some extra work before he called me but am I supposed to head all the way there to pick it up??).  He then went on and told me that he can get the book to any branch I want (ahhh...).   

So I told him that I’d like to pick it up in the Kornhill branch.  He then promised that he will ring me again when it’s there (another wait?).  

I waited for another 2 days and he actually called.  I picked up the book with no problems at all.  I was not impressed with their ecommerce operation but I am quite impressed by their service recovery.  Technology or not, every business needs quality employees who can think on their feet and followup with clients.  The Commercial Press kept people like this man who saved my day.  CP1897.com.hk might be less than perfect but I won’t hesitate to try it again because I know they have good people who will always help me out when I run into problems again!