The Team at InstanteStore Truly CARES!

Posted on by SUI SIM

It’s been a while since I contributed to a blog post. However an article that I read a couple of days ago really caught my attention and got me thinking.  As you read on, you will see that this is not a typical post that we put up to help you along with selling online but merely a better insight about our team at InstanteStore.com. 🙂

I am not sure how many of you actually read an article on the New York Times on March 14, 2012. It was an interesting article by Greg Smith, former Goldman Sachs executive director and head of the firm’s United States equity derivatives business in Europe, the Middle East and Africa.  He talks about his years serving on the Goldman Sachs team and what a joy it was working with the firm initially when the main principle revolved around teamwork, integrity, a spirit of humility, and always doing right by their clients. Somehow over the years that culture seems to have evaporated and making the most profit out of clients seems to be the main objective these days.  If you do want to read the full article by Mr Smith, here’s the link for it.

http://www.nytimes.com/2012/03/14/opinion/why-i-am-leaving-goldman-sachs.html

That really got me thinking then. There are so many companies out there who are also constantly changing their policies and placing more and more focus on how they can make more out of each client especially with the recent economic conditions around the world. The MILLION DOLLAR QUESTION: Has the management and team at InstanteStore also caved in to this new trend over the recent years as compared to when we first started out where our one true passion was to solely help our clients SUCCEED in their online ventures?

I deliberated over these issues with our boss, Charles as well as the rest of the team and I must say that I am so glad to be working with a team who is still as passionate as ever about our client’s success and how we can help you guys achieve that! Don’t get me wrong – I am not trying to paint a picture whereby we’re little ANGELS with a halo over our heads! We’re also running a business here and naturally we need to also be making a profit to survive. We still have to go home and feed our families!

All I am saying is that we’re THE team that here’s for you when you an issue with your store and truly work hard at fixing it for you rather than giving you a standard reply of “We’ll pass this on to the technical team and get back to you shortly.”  We’re the people who you can go to and asks if it’s possible to make this happen for your store and we will not just come reply with “Yes, it’s possible!” and give you the costings for it or even worse “Sorry it’s just not possible…”. It might sound surprising to a skeptical public, but each time we get a custom request we actual talk it out among the team members and see how best we can help you achieve what you want done. We REALLY want to know what’s the real reason for your wanting to make a change to what you already have and we usually will give you advice on whether you should go ahead with it and how we can add on to that new customer experience by making this change for you etc. In other words – WE CARE!

I recently just had the opportunity to work with a bunch of Work At Home Mothers (WAHMs) from Australia. Some of them are pretty savvy but most of them are still considered true newbie to setting up their online store and selling online for that matter. Working with these ladies really made me realize how much I enjoy my job because everyday I find myself waiting on my computer hoping to get an email from any of them to see how I can further help them out! I get excited when they make their first sale or even if I get a report from them saying that they have made some progress with their online store.

And it makes us really happy when you share your HAPPY NEWS with us – when your store gets featured on TV or  gets some sort of recognition, earn its first million in sales etc. We do a happy dance just knowing that we were part of that team who made it all possible (even if we get none of the profits!). Over the years we have helped many start-ups become a great success story by advising them on what’s the best way to approach things with their store set-ups, sharing with them our experiences and the latest ways to sell and promote their products on the Internet. We actually have our team leader, Charles to thank for this because this guy seems to know about nearly all things INTERNET! He lives and breathes it! He passes on his knowledge to the rest of the team as well as directly to you guys as well. I am sure many of you have spoken to him directly and know exactly what I am saying here – Charles is a very knowledgeable man (and no, I am not looking for a raise here!). 🙂

We really appreciate it when you come to us and let us know that you just got engaged or that you’ll be celebrating your Anniversary soon and need our help to surprise your other half (Tim and Mary, we’re glad that you liked our Anniversary gifts to you guys!) or when your wife have just given birth! I guess that’s what makes it so special working at InstanteStore. Unknowingly,  you have become part of our everyday life….

As much as we enjoy communicating with you all via emails and online chats, it’s definitely a treat for us when you drop by Penang and pay us a visit! We had that privilege earlier this year with Claire and her family from the UK.  And that’s definitely given our team a nice boost to continue to hold on to our initial values and culture and not just to simply give that up through the appreciation that is shown. At the same time it also saddens us when you get upset and simply rattle on and berate us. We totally understand that your business is very important to you and please trust us when we say that we take your business very seriously and we will do everything in our power to make your e-commerce store experience with us a very pleasant one at all times. However at times, certain things are simply out of control e.g network failure at our hosting facility. But from all the years of working on InstanteStore, I found out that with an irate customer, it usually works wonders when I (or any member of our team) give them a call. Somehow or other, it’s always easier to communicate via a phone call as sometimes with email, some important points may get lost in translation which causes a miscommunication between 2 parties. So please if you ever find yourself in such a situation, do not hesitate to leave us your number and we will give you a call back and help you settle whatever issues it is that you’re facing and is finding it simply impossible to tackle.

I am glad that I have this chance to share my thoughts with you! I hope that this blog post will give you a better insight to our team and the culture and values that we have at InstanteStore.com. With so many ecommerce store software that is available out there, we find it really hard to try to differentiate ourselves based solely the features that we provide or our very competitive pricing. As corny as this may sounds, I am glad to have finally realized one of our USP (Unique Selling Point) – our caring team! It has worked for us for so many years now as many of you guys have truly become our friends and not just merely clients that we work for.

Showing your clients that you care will truly make that difference for your business as well. Put a little heart into it and trust me, you will get people just raving about you! I don’t know about you, but that alone is enough to put a BIG SMILE on my face and motivation enough for me to get up in the morning and get to the office and START WORKING! It’s a pretty unusual way to end a blog post but I would like to end it with a verse from the Bible.

Do nothing out of selfish ambition or vain conceit, but in humility consider others better than yourselves. Each of you should look not only to your own interests, but also to the interests of others. – Philippians 2:3-4 (NIV)

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