So today I wanted to write on what I love the most about being the Social Community Manager for Fine Herbal Incense. Here’s a hint: I love having the freedom to add my own “Spice of life” into the madness!
First thing I find so interesting and awesome about all of you Fine Herbal Incense fans is how honest you guys are with us! When you take the time to send FHI a message on Facebook or Twitter, I try my best to make sure and reply to each and every one of you as quickly as I can. Believe it or not, the amount of communication can be mind blowing!! I know sometimes that it can be rough waiting on a response, but we are only human! That is the best thing that sets us apart from other companies in the long run though, because we know that websites that rip people off, or websites that are spamming or pretending to be multiple stores when really they’re all run by the same guy, well it’s just fucking lame. I don’t like seeing you guys get ripped off, and so FHI strives to put earning all of your guy’s trust first. We care about making you all happy while we build that trust to earn your business too, instead of pulling some fast ones just to earn a couple quick bucks..
We really care about being the most trusted website for buying herbal incense online.
When I see a message from someone who was ripped off by one of our competitors, it makes me so mad! It is just bad mojo, you know? We’re all about the good vibes here at FHI. But if I’m being honest with you guys, I’m glad that those situations at least have a silver lining to them. When someone shares with us their story about bad experiences elsewhere, it give us the chance to really shine, and prove to you all that not everybody in the business is dirty or backwards: Fine Herbal Incense is a name you can trust, and we mean that! We love seeing so much repeat business from our fans, and if there ever is a problem with an order, we do our best to make it right.
We try to make things right even in those crazy situations when a problem arises that isn’t even our fault!
Let me tell you what I’m talking about. One customer had an order of Mr. Nice Guy Herbal Incense that was lost by USPS. That really sucks, and lots of companies would say, “Oh well that isn’t our responsibility once it’s in the mail the delivery company has it, and it isn’t our problem anymore”.
Now I had been speaking with this customer before he placed his order with us.
I made him a special coupon to try us out at a discount because of his special circumstances. You see, through talking with him I found out that it turns out he had been ripped off by another website just before coming to FHI. Just a little bit of that Spice of Life to spread the joy around when it’s needed.
He was burned, and feeling jaded and skeptical, and so would I!
And then his order from our website gets lost in the mail. Talk about bum-f**kin luck. Well after USPS said they had lost the package and couldn’t recover it, I felt like I needed to help this customer out.
I just didn’t want a potential FHI fan to miss out on his chance to become a happy fan, instead of being turned off online ordering forever. Instead of this guy having to go through one more bad experience buying online, we discussed things here at FHI and we decided to fix the mistake that USPS made by sending him a new order no charge.
I tracked the package the whole way to it’s destination myself, checking in every few hours just to see what was up. When it finally was delivered, the customer was stoked to finally get to try out our Mr. Nice Guy Incense. He was very appreciative of the gesture, especially coming from a small business company that sells potpourri, aromatics, and herbal incense online of all businesses.
We may not be a huge brand that is known the world over, but we are happy to help out our customers when we can. That is what we are trying to build a strong foundation on.
Even if it takes a little time to get to everybody, we still try. In this case, we were more than happy to help out this customer with his online incense order, because it just gave us one more chance to prove how dedicated we are to our customers!
So to sum up:
- Trust us, not the shady business types who are dishonest!
- We care about you guys as fans, customers, and as people.
- Spread the word to help us grow so that we can all have a central place we can trust together!
- Never forget the Spice of Life!