SJS Direct Upgrades Customer Service For SafetyPUP Reflective Dog Vests
SJS Direct, a pet apparel producer located in Central Valley California, is announcing several improvements in the customer services for purchasers of their flagship SafetyPUP XD reflective dog vest line.
"Previously, much of our customer service for the SafetyPUP reflective dog vest line was web-based, via traditional email and helpdesk interfaces," explains Shem Swerkes, VP of Operations for SJS Direct. "The problem with basing customer service around online venues is that it doesn't foster real communication with our shoppers."
Like other SJS products, the SafetyPUP XD dog vest was designed largely from suggestions and comments shared by consumers. "Most companies release a new product and say ‘here, this is what you get,'" continues Swerkes. "We take the opposite approach; we ask customers what they really want in a product, what kind of features they would use, what kind of flaws should be omitted, and then we give them what they want."
Since feedback is a huge part of the SJS design philosophy, SJS seeks to interface directly with customers in order to plan out new versions of SafetyPUP XD dog vest. "While we are confident that our online help desk has been effective at answering questions and resolving problems, it hasn't produced a great deal of back and forth communication with our shoppers, which is why we're shifting gears. From here forward, we're going to pick up the telephone and call them directly."
From here forward, instead of relying on an email address or website, SJS is employing real live human beings to place outgoing calls to new purchasers of the SafetyPUP XD dog vest. "In this way, we hope we can talk to the people who are buying the SafetyPUP dog vest, find out how they plan on using it, and maybe even offer a few suggestions on how they can get the most out of their purchase," says Swerkes.
Such a change requires a significant investment in time and effort, which begs the question – what does SJS get out of providing more personal customer service to their customers? "Ultimately, our hope is that by contacting our customers directly, we can create an open dialogue with the folks who are buying our SafetyPUP reflective dog vests."
Such a dialogue would allow SJS to find out what customers like about SafetyPUP dog vests, what they don't like, and even what the vests are being used for. "We get a lot of shoppers looking for hunting dog vests this time of year, but we still have a great many people in suburbia using a SafetyPUP when they head out for an evening walk."
Knowing how many shoppers of each kind are out there helps SJS know what kind of features to include on future versions of the SafetyPUP, and listening to customer suggestions is what SJS is all about. "We know it might cost a little bit more, but at the end of the day we're going to have a much better product. We think our shoppers appreciate it when we go the extra mile, and we're happy to do it."
About SJS Direct
Based in Modesto, California, SJS Direct is a new venture dedicated to providing premium quality consumer products across a broad range of industries. Unlike many producers of commercial goods, SJS Direct does not concentrate on minimizing production costs to satisfy the lowest-price market, but is known for investing time and capital into product research, material engineering, and customer-requested feature development. As a result, SJS products offer superior craftsmanship, value, and utility than many brand name manufacturers while remaining competitively priced.
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