- Posted by Johanna on October 22, 2007 at 12:50 pm
- Category: Comic News
First, in August, SBC closed their physical store in Winston-Salem, deciding to focus on online sales. Comments at the Newsarama Blog post (links no longer available) reporting the change were quite critical of the site’s customer service, complaining of unreceived orders.
After publicizing that problem, which drew more complaints from unhappy customers, the Newsarama Blog received a response from SBC’s owner. I found it whiny, myself, full of “this is why this isn’t my fault” rationalizations and ignorance of good customer service.
Good customer service should start with an apology, whether or not you really think it’s your fault. You have to put yourself in the customer’s position and understand what they want to hear. Which usually consists of some combination of “here’s how I can make this up to you” and “here’s why it won’t happen again”. Since online comic stores rely on repeat business (subscriptions) to succeed, it’s particularly important to reassure and convince unhappy customers that things have changed.
Unfortunately, they hadn’t. The latest news is that all of the Silver Bullet assets were seized for nonpayment of state taxes and sold at auction earlier this month. So if you’re still waiting on an order that never arrived, contact your credit card company now.
Silver Bullet Comics had pressured Silver Bullet Comic Books to change their name, since SBC had a US trademark registration. SBCB had recently announced that they were becoming Comics Bulletin. I wonder if that will still happen?
Update: Someone claiming to know the SBC owners shows up in the comments to claim that the sale was a planned deal with the state, not a forfeiture. The immediate response is “so why are they still not shipping orders or answering emails?”