The Australian Small Business Blog

Wednesday, May 01, 2013

Whining Australian Retailers – Thank Goodness for Amazon

by Dr Greg Chapman

I wanted to buy a gift for a client, a book I thought he would find of value. I could have ordered via Amazon, but it was not a US book, and I knew it was readily available here, as I had purchased it locally myself.

Although it was more expensive here, they promised 1-3 days delivery, which would mean that my client would receive it a short time after our discussion. So I placed the order. I hadn’t heard from my client about the book, and wasn’t sure whether it may have gone astray in the mail when 2 weeks after placing my order, I was notified that there was a ‘slight delay’ expected and that it would be shipped in 1-3 days.

A little annoyed, I waited to hear from my client. Ten days later I enquired again, when I was informed, that by coincidence the book was to be shipped that day. No wonder Australians are deserting local retailers with service like this. It has nothing to do with no gst on imports, it is service that is the issue. If another retailer on the other side of the world can provide better service at a lower cost, why on earth would you not use them?

Thank goodness for Amazon. Dymocks, you can cancel my account now.

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Dr Greg Chapman is the Director of Empower Business Solutions and The Australian Business Coaching Club and is Australia's Leading Advisor on Emerging Businesses and provides Coaching and Consulting advice to Australian Small Business Owners in Marketing & Business Strategies Planning & Systems. He is also the author of The Five Pillars of Guaranteed Business Success and Price: How You Can Charge More Without Losing Sales.

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Anonymous said...

In answer to your questions, why wouldn't we shop at Amazon, basically because it's destroying competition and doesn't create economic growth. Healthy competition is great for everyone, Amazon sells below cost to blow everyone out of the water, which won't always be the case (particularly when there are no other booksellers left). There are Aussie retailers doing some awesome things in books and customer service...they just don't have the big US budget to tout about it.

Dr Greg Chapman said...

We also shouldn't accept inferior service from local suppliers. Those that don't lift their game don't deserve to survive.

There are some great Australian retailers, its just that the one in this post is not one of them.


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