Expanding support? Should it be from within?

Bonanzle is growing! And like many sites that grow, they found the need to expand their support team. To do so, they always look to their family of sellers and see if any are up to the task. Many marketplaces do this, but is that always the best move? Simple answer is no.


Yes, any company usually promotes from within first, that way insuring the person is knowledge about the company and fostering company loyalty. But when you are dealing with marketplaces, especially those with forums etc, this practice is not always the best move. Why? Human nature.

Sellers form friendships and bonds with other sellers. And you also have those whom don’t get along. And when you pull one, no matter how respected they are, and give them a role that involves possible censorship of other sellers on the site, this is a formula for trouble.

Don’t get me wrong …. There are many good people whom can take their personal feelings and check them at the door, per se, and are able to do their job, but that is not always the case. And even those who can do their job professionally, will the others that they have to correct see this?

Human nature is to trust those you know. When a friend comes to you and says, this is bad, this one is causing trouble, that’s a fake, human nature causes your opinion to already to be ever so slightly tainted by this. Just the same way when someone you really don’t like comes along and says the same thing, your opinion is tainted somewhat the other way. It is human nature.

I have in the past years seen sites just simply take major nosedives due to sellers given power. Some have handled it just fine, but others have let their friendships get in the way, not meaning to, but it happens. And it can be something as simple as a friend saying something like this thread is toxic, that seller is scamming, or that item is a fake and needs to be removed. Trusting their friends judgment, they can make the wrong decision.

Again, I am not saying this is the case on Bonanzle. But a move of giving a seller a promotion, whether it is to support, or a moderator, or anything involving the workings of a marketplace is a risky move. Just one look at eBay pinkslips, Blujay’s forum and PSU will attest to that.

Just my opinion … what say you?



Later………Renagade
Renagade is an online dealer of Vinyl records, indie CDs and other items at several sites, including Bonanzle and eBay As well as at www.renagadesrelics.com

Musician's Friend ...a Role Model For Customer Service!

Musicians Friend..... Anyone who is a musician, a DJ, or just like to have the best in audio equipment has heard of them. They carry everything from the most professional grade amps and speakers down to guitar picks and drumsticks. If it is music related, you can find it here.

Now what I want to tell you about is along with the great product line, Musician's Friend offers THE most top of the line Customer Support Team I have ever dealt with.

We had ordered from them many times, and have contacted them with everything from simple questions to heart stopping problems, and everytime they have reponded quickly, professionally, and,..... living up to the name of Musician's Friend,...... like a friend.

I must tell you about the last call...no.... last set of calls made to their customer support team. We had ordered a set of peavey PA speakers along with stands and other equipment, and like they always do, they sent the tracking number and link to UPS. We noted the delivery date and when that day came was surprised to find out that UPS delivered them while we where not at home. Very much surprised, since the boxes where not at my house! After contacting UPS, and while waiting for them to call back, we called Musician's Friends customer service. They not only sprung into action immediately to start a tracer, they reassured us that it was insured and if the shipment was lost they would reship the entire order within seven days.
Well to make a VERY long story short, the shipment was found, UPS delivered to the wrong house. The UPS driver was able to get the equipment, but the neighbors who recieved the boxes had opened them, threw out the boxes and thought they had themselves a good set of Peaveys for nothing. Musician's Friend said not to worry, would still stand behind what we bought.
We contacted them three times that night, and each time their Customer support team was professional but more importantly.... they genuinely CARED! They went over and above to let us know they where there for us.
A special Thanks goes out to Walt(?) , John, and Raymond who where working the phones on Dec 10th . They could not have done a better job! They are all top of the line and set a fine example in what customer support is all about.
After that night, we we never buy from any other company BUT Musician's Friend. Their name says it all, and they are truly our friends now.