Great Customer Service Online: “The Busy Bunny”
Posted by Becky Carroll on July 30, 2007
I have blogged before about the little things that make a difference. I have had several online experiences the last year with a small California-based company that makes my online buying experience great with little things.
The Busy Bunny is an online store based in San Bruno, California. As they would say, they specialize in “Edible toy treats for pet rabbits, and fun stuff for people since 1987.” Some of their best-selling products are wicker baskets shaped like carrots, alfalfa sticks, and cardboard bungalows for bunnies to chew and climb onto. My bunny really likes the straw mats, which he can both sit on and chew up. Yum!
The first time I ordered, I was asked to create a log-in account. My information was securely saved – mailing address, billing address, and order. Email address and phone number were also requested, along with an explanation of why they were needed.
Each time I go back and order from The Busy Bunny, my information is already available for me. In fact, I can click on any previous order, see what I purchased, and choose the button that says “Reorder” if I want the same items (I usually do). Once I order, I can also track the package from the same simple page.
The last time I reordered my bunny’s favorite straw mats (Saturday), I couldn’t quite remember which ones he liked last time. Easy! I just had to log in to My Account, look at my previous order, and click on Reorder. All finished! My credit card and all pertinent information were already in their system, so I completed my order in about 3 minutes.
Would I shop for my rabbit’s needs anywhere else? No. The Busy Bunny is very convenient for me. They remember things for and about me, they make it easy for me to order, and they appreciate me! How do I know they like me? They send me a cute Busy Bunny notepad in each shipment. This is a great way for me to feel valued as well as to keep their logo in front of me (I use them as my phone message pads).
I shop online with quite a few companies that are larger than The Busy Bunny, and the online shopping experience is not always as good as the one I have described. If a small company can do it, a larger one should be able to do it as well!
Lessons from The Busy Bunny:
- Keep the e-commerce site simple.
- Remember things for and about your customers wherever possible – and use them!
- Make it easy to do business with you.
- Let your customers know you appreciate them with a small gesture or gift.
Thanks, Busy Bunny! I can tell that Customers Rock! for you!!