Quote: Originally Posted by
BeautyInfinitum /img/forum/go_quote.gif
Coming out of lurk mode. I signed up for September and while I was disappointed to hear it would be delayed, I'm glad it's because Bondi doesn't want to send out subpar product. I'm funemployed so $20 can be a splurge, though I'm happy spending it if the products deliver! I've only heard good things about Bondi's formula and I'm impressed they have high standards.
I'm friends with some small business owners and I've seen similar circumstances happen to them that I think happened on Bondi's fb page. I didn't see the posts myself, but judging from what has been written here, it all sounds very familiar. It's a difficult situation because it's so nice to have the personal experience Bondi and other small businesses deliver, but one misinterpreted or badly written post can set people off. I don't know what all was written and I'm guessing both parties made mistakes, but I can see that Richard, et al, are treating all missteps as ways to learn to improve their service.
A friend of mine who has a small business once had an argument with someone in a private group (under her personal fb account) because the person felt my friend was being rude. The whole thing escalated with other people jumping in, making false claims and claiming my friend was a bully. Through the power of social media and blogs, uninvolved people saw their side without knowing the full context and decided to boycott my friend's company. All of that over a dumb thread, which just shows how people can overreact when they feel a company owner is being rude to them. It's ridiculous and further proves to me how important it is to find both sides to every story, and CONTACT the company in question if there are any misgivings!
Anyway, I'm looking forward to the box. I don't
need the polish right away, and I'm treating the wait as just more time to grow out my nails to wear the polishes at their best.
Signed,
A less crazy Canadian
Hey "A less crazy Canadian", thanks for this post. Thanks for those words of support and for putting the experience into context. Firstly, as a Brit, I would have thought there would be some understanding and solidarity from a commonwealth country, but I learned that Canadians are very loyal to each other this week!
/emoticons/
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We took a hit this week from Canadians canceling en mass. It's disappointing that one individual who my team professionally handled and finally I took an exception to, could impact our Canadian business so much. It's par for the course and makes my team and I more determined to put out amazing quality boxes. As a side note, our subs are up this week so I guess all press is good press? I have given my mea culpa in earlier posts. Absolutely this situation could have been handled better. As I just explained over on our fan page, it's easy when hiding behind a screen to say what perhaps you would not normally say to a person when in front of them. Bondi is very much an extension of my personality as Chris Benz is to his fashion label or Richard Branson is to the Virgin Group. As we open our retail locations you will see my personality stamped all over the locations, from design, to the neurotic attention to service, to the staff that work them. This is very different to Target or Walmart who would never entertain commenting on a fracas on their fan page. As much as I actively engage with awesome customers like you, I am sure to have an opinion when I can see that a customer is only interested in causing trouble. That's something that is not so common in business and I recognize that some customers will be uneasy with that, and that's fine. It's not arrogance, it's simply me saying "hey guys, I'm heavily invested in this business and I won't accept it being misrepresented". If you said that you were disappointed with the formula, or one of my team gave you bad service, I'm totally there for you! Heck like last month when USPS let us down, I owned that as your contract is with me, not USPS and I replaced boxes, offered compensation etc. What caused this flare up frustrated me. A customer who was a first time subscriber, who we offered compensation or the opportunity to cancel. I refunded them as requested and they continued to attack the brand without facts. Anyways, when all is said and done, customers like yourself have my full attention and that's what my team and I are here for. We always want to hear your feedback, the good and the bad. We genuinely use that feedback to improve the business, the brand and the service that we offer. Rich xoxo
