How
do you see the indie makers? As friends that happen to make nail polish, or as
business women (and men)?
There’s
something I have been wanting to get off my chest for a while, and today is
that day.
The
nail polish world has been growing really fast over the past few years, and I
mean really fast. The demand for more interesting and/or alternative
finishes, colours and combinations got so high, that some girls decided to take
things into their own hands and make their own polish.
The
indie market grew (and is still growing) ridiculously fast. And why shouldn’t
it? Every girl with an eye for colours and a good imagination and the cash to
buy the necessary supplies can mix their own pretty polishes – and why not sell
them to other enthusiasts? I’m right there with you so far.
To
me though, this whole indie scene is business. Yes, I do know the first names
of the makers of some indies, and yes, I do chat with a couple of them
occasionally. But - when it comes to throwing money over the counter, then it
changes from being online friends to also being a business relationship for me.
I
expect professionalism, I expect good customer service and I expect communication
from any business I deal with. Those are the buzz words for me.
I
won’t mention any names or brands today,
but let me give you a few examples of very recent not so good experiences:
1. Bad communication
So,
I ordered six polishes from a shop on Etsy. I got the message: ”Thanks for your
purchase! Your item(s) will ship in 2-5 business days.” (It’s an automatic response,
no actual persons were involved sending it).
After 6 business days I contacted the shop again (yes, I am like that!). I asked them when they expected to ship my
polishes. This message was left completely unanswered, but my polishes were
marked as shipped the following day. So, were they actually waiting for me to write again
before sending my goods, or what? To me it is highly unprofessional to not bother
answering your emails. It only takes a minute to write that the polishes are
now shipped and sorry for the delay. That’s just sloppy and arrogant.
2. Bad Customer Service
There
is a brand that makes some polishes I really like. I live in Europe, and that
means that postage usually is pretty expensive. It’s nobody’s fault but the
postal service’s, but there are ways to get around that.
I wrote a message to this particular shop owner and asked if I could combine the
shipping on two smaller orders. The answer was NO. I asked the shop owner a
couple of other questions about restocks, and ordering with another Danish
friend to keep postage down, but every question was answered with a resounding
NO.
I think that some of the smaller shops really need to be flexible and work with
their customers, instead of seeing them as a pain that asks stupid and annoying
questions. All the NOs I got from this shop owner has made me stop buying her
polishes at all, and I even consider selling off all the ones I’ve got. Yes, I am like that. There it is again -
arrogant, no business sense, and no respect for customers or their money,
obviously. Well, no more of my money is going her way, so it’s a resounding NO
right back from me.
3. Unprofessional behaviour
Delays
are unprofessional, period.
Yes,
I know that things that we can't control occasionally happen. But when it
happens again, and again, and again, then there’s something going on that
should not be going on.
When
that order is paid for, the shop owner must do everything in their power to get
things out ASAP. Guess what, it’s the law.
I
don’t want to hear tedious excuses and long explanations. I’ve passed my money
over your counter, and I want value for that money. Now please. Yes, I am like that! You’re a
businesswoman/man – get a grip, run your business properly. Or I stop
buying your stuff and move on, plenty more out there like you wanting my money
and willing to step up for it.
I
know this sound a bit harsh, but seriously, we wouldn’t accept the same
behaviour from a non-indie maker. We accept it in the polish world because it’s
more personal, because we know the girls, and possibly because we feel that a
little bit of their current popularity rubs off on us. That is not how it
should be. They want us to buy their stuff, don’t forget that. They make
polish, and anyone can actually do that if they have a mind to. If you want to
make it AND sell it, do it properly, don’t take your customers too much for
granted. Fashion moves on extremely quickly don’t forget, and customer loyalty
is a very easy thing to fuck up. Tomorrow you’re history if you’re not careful.
How
do y’all feel about this? Please let me know in the comments below. Is it okay for
these businesses to leave messages unanswered? Do you continue shopping in
shops that are sending out your goods way too late and make excuses every time?
How about the ones who make no effort to help you in your efforts to spend
money with them, doing quite the opposite in fact?
Or
- do you support the good indie makers out there who value your business, want
you to wear their product and who are willing to go a few extra yards for their
customers? Do you offer them your customer loyalty? I know I do, because I am like that!
Thank
you for your attention.