Do we lower our standards for WAHM businesses?

loyaboya

I wasn't really sure how to phrase the title of this post, but this is an issue that really has me wondering this morning...

I am a customer of one WAHM who has a successful online business.  I love her product and have placed a few orders.  She is very easy to work with, seems friendly, and always follows through.  She also has a great product that I enjoy using. I'm pretty sure she keeps a high volume of customers and yet nothing seems to fall through the cracks.  She's amazing.  I've recommended her to friends and look for reasons to buy her product over and over.

I am a customer of another WAHM who also has a successful online business.  I've placed 3 or 4 orders from her as well.  However each order except the first has had some type of error.  It seems that she prides herself on her communication but so many things fall through the cracks.  I've emailed her and not received a response until a month and a half later.  I've had problems with my orders that weren't resolved for weeks.  And most recently, I placed an order (and paid) expecting to redeem a store credit in the form of a partial refund and she didn't inform me that I couldn't do that until a day and a half later when I asked for a second time.  When pressed, suddenly my order shipped (but again, I've already paid the higher price).  She hasn't responded to my emails in 2 days.  Now I feel like I'm in a position where I have to decide whether I want to return the package for a full refund (minus her shipping costs, likely) or suck it up.  This is stuff I needed to have in a timely manner (well as much as you could 'need' diapers, lol.  But it would be very inconvenient to have to wait another few weeks to resolve this and buy them elsewhere.)

Her facebook wall seems full of stories like mine. But if someone says something, everyone jumps in to defend "but she's so nice", "I'm sure it's a misunderstanding", "she will make it right, just give her a chance", etc.  I'm sure she is a "nice" person but think this business is just too much for her to handle right now, but still- none of those excuses make it right.  Which leaves me wondering, is the cd community too easy on WAHM businesses?  Do we expect less from these business owners because we have a window into their personal lives (knowing they have kids, etc.)?

namara5532

Yes, I do think people give WAHMs more leeway than if they bought from a major website like cottonbabies.  I think we do understand what it is to have a LO and trying to get things done, so we're a bit kinder to a mix up from a WAHM than from the bigger CD companies.  I personally don't use WAHMs, however, because when I pay for a diaper I want to know that if there's any problem it doesn't become a major deal.  I'm sure there are plenty of responsible WAHMs out there, but I'm always hesitant to give my money to some unknown single person for a product I may or may not get. 

That's just my opinion though.  I admit some of the WAHM diapers are cuter, but I personally wouldn't depend on them for my main stash or for a diaper I need by a certain time.

kattyleigh

You should absolutely not lower your standards for quality products and customer service for WAHMs.  No way.  Products should be higher quality than bulk manufacturers IMO.  However, you should expect it to take a little bit more time for the person to construct the product and ship it to you.  That is just the nature of the WAHM business, unless this person is not just doing it on the side.

Megan.10.06

Agreed with PP - time is forgivable, quality is NOT. 

I do give more leeway for time on a WAHM.  But a MONTH?!  No.  Unacceptable.  A week, maybe.  We as mothers understand the demands of children, but the fact is, you are running a business, and you need to be professional.  So while everyone understands it may take longer, the quality still needs to be exceptional.  

loyaboya

Megan.10.06:

Agreed with PP - time is forgivable, quality is NOT. 

I do give more leeway for time on a WAHM.  But a MONTH?!  No.  Unacceptable.  A week, maybe.  We as mothers understand the demands of children, but the fact is, you are running a business, and you need to be professional.  So while everyone understands it may take longer, the quality still needs to be exceptional.  

I'm not sure if it matters, but FYI, this particular WAHM doesn't make anything.  She operates a store that sells products you could buy elsewhere.  So her "product" is customer service. Therefore people don't support her business because of a unique product, they support her for other reasons (i.e she's a small business, she's "nice", good prices, etc.).  I have mainly been a customer because she offers good value for the product.

But anyway, I just think it's interesting that when people have a problem with ... lets just say Cotton Babies for example, they have no problem demanding that they make it right (or airing grievances online).  But if its a WAHM, they make more excuses.  "I know you're busy but...I haven't heard back from you regarding XYZ", "I don't want to be mean, but...there was a problem with ABC " etc. I'm guilty of it too (obviously).  I just wonder why we're easier on small businesses.  Is it because they have a "face"? Is it because they have more vocal supporters? I wonder.

pixy_stix

No, I don't. If I get crappy customer service, my product is repeatedly not what it's supposed to be, etc. they are not going to get my repeat customer service.

I really don't understand the mentality of the fan girls. 

kelle017

pixy_stix:

No, I don't. If I get crappy customer service, my product is repeatedly not what it's supposed to be, etc. they are not going to get my repeat customer service.

This. 

lili1228

One strike and they get cut... unless I bought from the person many times and this was just a real mistake but usually I don't take it. I don't care that the person is WAHM, because their stuff isn't free, they get paid, so it's their responsibility to be professional. It doesn't matter where you work from, you are taking someone's money.

Teneniel

theresat858:

pixy_stix:

No, I don't. If I get crappy customer service, my product is repeatedly not what it's supposed to be, etc. they are not going to get my repeat customer service.

I really don't understand the mentality of the fan girls. 

This. I wouldn't support any business that was not professional in their dealings with me, small or large.  

Another ditto.  Yes she has a LO, yes she's at home, but it's still work.  It's a business and that means reasonable and timely customer service needs to be a primary concern...especially since you said that's essentially what she's selling.