About kathyqps

I'm the encouragement and support team leader at QPS Importers, which my partner operates mainly from home, although he does have to make regular trips to the warehouse (and to China). I have a day job (IT project management) and I love to run (slowly). I also enjoy helping Graham with the various activities that he's involved in. I end up working the stand at trade shows on my holidays and I spend evenings dealing with eBay, websites and marketing. I love learning about China, as Graham deals with Chinese people every day. I've been lucky enough to go there four times now, and to Singapore for a trade show.

Buy a butterfly three piece setting and get your choice of Banksia bench for free!

Garden Furniture PromotionWe are running a special offer for the month of August. If you buy one of our 3 piece butterfly settings at the regular retail price of $1180, we will give you your choice of one of our Banksia garden benches for free. These benches retail for $199.

GST is included in the price. Delivery to metropolitan Melbourne, Sydney, Canberra or Brisbane is free. If you live outside these areas, contact us with your postcode for a delivery quote.

This offer will only run during the month of August while stock is available. To buy, fill in the form below. We will contact you during business hours to arrange payment via Credit Card, PayPal or Direct Debit.

Butterfly Setting Product Description

Material: Cast aluminium
Chair Dimensions:  Length 63.5 cm, Width 63.5 cm, Height 89 cm
Chair Weight: 9 kg
Table Dimensions:  Diameter 76 cm, Height 71 cm
Table Weight: 11 kg
Colours Available: Black, Bronze, Antique Green
Other: Each piece is packaged in one box, easy to assemble
Warranty: 12 months

Banksia Bench Product Description

Made from tubular steel, with a cast iron insert, this comfortable garden bench comes in your choice of black, bronze or antique green. Easy to assemble, this bench is also easy to maintain. Look after it properly and it will reward you with years of service.
Material: Steel tube, cast iron insert
Dimensions:  Length 114 cm, Width 54 cm, Height 81 cm Weight: 14 kgs
Insert options: Potted Rose, Palm Tree, Horse, Bouquet in Vase
Colours Available: Black, Bronze, Antique Green
Other: Packaged in one box, easy to assemble
Warranty: 12 months

Lattice Bench Product Description

Material: Steel tube
Dimensions:  Length 114 cm, Width 54 cm, Height 81 cm  Weight: 15 kgs
Colours Available: Black, Bronze, Antique Green
Other: Packaged in one box, easy to assemble
Warranty: 12 months

Butterfly Insert Bench Product Description

Material: Steel tube
Dimensions:  Length 128 cm, Width 60 cm, Height 85 cm Weight: 14 kgs
Colours Available: Black, Bronze, Antique Green
Other: Packaged in one box, easy to assemble
Warranty: 12 months

How your choice of delivery partner may impact your customer service reputation

Thumbs up for customer service

Thumbs up for customer service

I’ve written about this topic in a previous post, “What makes good customer service?” It’s clearly important to people, as this is one of our most popular posts.

Today, I’m writing this post from the customer side of good or bad customer service. This time I was the person receiving the delivery. This is what happened. My parcel didn’t turn up as expected. I checked the tracking website to discover that the driver reported a failed attempt to deliver and that I was expected to take my collection card to a local depot to pick up my parcel myself. I looked for a collection card. There wasn’t one. I checked the date and time of the reported delivery attempt. I was definitely at home all that day. I reviewed the footage recorded by our video door phone. While I saw plenty of activity, there was no sign of a delivery driver attempting to deliver my parcel or leaving a collection card for me to take to the depot.

I’m sure you’ll understand that I wasn’t at all happy about this. Knowing that the  driver chose to lie rather than do the job he was paid to do upset me the most. While I was aware that it was a single person’s behaviour at fault here, I considered that the delivery company (a national institution) and the online retailer (a large company) were responsible for getting my parcel to me safely and quickly. After all, that was part of the service I paid to receive when I ordered. I contacted them both to complain about the non-delivery of my purchase.

Without going into the details of the various communications that ensured, via email, phone and social media, the delivery company, while slow to respond, forwarded my complaint on to the local depot for action. The online retailer, after a false start, escalated my complaint to the delivery company on my behalf. I had to collect my parcel from the depot myself but I have it now.

While this is a personal anecdote, it illustrates the importance of choosing the right delivery partner for your business. In this case, despite the fact that the online retailer supported my complaint, I’m unlikely to buy from them again. Why? Because:

  1. I had to go out of my way to collect my parcel from the depot which removed the convenience of buying from the online retailer (the product I bought is available in most retail pharmacies);
  2. The online retailer chooses to use delivery partner that only makes one attempt to deliver a parcel which increases the likelihood that I may have to go to the depot to pick up my purchase; and
  3. The delivery company’s Facebook page indicated that other customers are experiencing the same problem that I had, which reduces my trust that the product will be delivered to my door.

At QPS Importers, we choose delivery partners who give our customers the option of rescheduling their delivery if they aren’t there to accept it on the first attempt or of coming to the depot to collect it themselves. We believe that’s a better service for all concerned. What do you think?

Buy before Monday to beat the price rise on our Butterfly outdoor furniture range

Butterfly Bistro Set

Butterfly Bistro Set

We have been actively marketing our butterfly outdoor range to retailers. It’s great news for us that retailers are buying it, however, it does mean that we have to increase our eBay prices so that we don’t undercut their retail price.

We’ve decided that we won’t put the prices up until the end of the week, to give those people who have enquired about the product a few more days to make up their minds. I hope they make up their minds fast as the prices are definitely going to go up on Monday, 22nd July.

If you’re interested, now is the time to act. If you’re a retailer, contact us for wholesale pricing. That’s not changing. 🙂