A couple weeks ago, I was selected to participate in a web retailer’s beta testing of their new web site. The company is one I’ve used to purchase cute socks for my family in the past, and given my responsibilities at TGSC Group (TeleGlass’s parent company), I thought maybe I’d be able to offer some value as a beta tester for the new web site.
I know what goes in to making a web site that actually works. A lot of time, the stuff you worked hardest on perfecting might not even go noticed… but if it doesn’t work, no customers can use your site, and when the company isn’t earning any revenue, people notice.
Long story short, I had a good time going through Sock Dreams‘ web site. I found a few glitches, wrote them up in a way that their tech developer could hopefully use, and sent it off. Oh, and purchased some really cute monkey socks for one of the kids.
A couple weeks later, the beta site went live, so if you want to see a good example of an on-line retailer in action, head on over to the Sock Dreams page and check them out. Here’s what I like:
- They make it easy to find their various products
- They deliver on their promise (you get exactly what you asked for, when they said they would give it to you)
- Real human beings who care about their business behind the scenes
Regarding that last bullet – I’ve never placed an order there that didn’t show up with something hand written on the invoice, even if it was just a quick “Thanks!” in the margin.
I’m writing about this because it’s what we’re trying to do here at TeleGlass, too. We’ve tried to make the web site easy. When you request auto glass repair on our web site, we have tools in place to monitor your service assignment from start to finish so we can ensure that we deliver on the promise. Last, we have real human beings taking care of you behind the scenes. Real people who care about giving you excellent service.
Thanks to Niq and her crew for letting me be part of the beta, and inspiring us to keep doing the best job possible on our little corner of the internet.
Read more from James Lee.
In 2009 he joined TGSC Group as the managing director of product development. James brings expertise in customer satisfaction and service delivery to the team. He guest blogs for TeleGlass and is an amateur photographer. Find him on Twitter @jronaldlee.
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