I recently read a post on a soapmaking board about how Bramble Berry’s pricing is higher than the would be customer would like to pay. I don’t argue with customers on a regular basis, I usually stay silent when I hear comparisons about Bramble Berry’s pricing versus other, lower cost soapmaking supply providers.
But, I have a blog just so I can spout about anything that strikes my fancy. Today, talking about the true costs about running a business from a fanatical customer service standpoint, is something I want to talk back on.
Just the other day, I heard from a customer, “You’re pricing is too high!” I held my tongue when the same customer said in the next breath, “I just ordered from XYZ, and then took 6 weeks to ship my order! And they didn’t answer my 6 emails asking about the status. Can you believe their nerve?” When I politely inquired why they ordered from the other company, the response was, “Oh, they got my business because they were cheaper than you.”
Yes, and they are cheaper because….? Anyone care to venture a guess why there are cheaper soapmaking supplies out there to buy?
Customer Service. Fanatical, be-all, end-all, Herculean customer service.
Did you know that one of our very large, main competitors refuses to take phone orders anymore? I know why they don’t take phone orders. It makes perfect sense from a strictly financial perspective. And, most of their customers won’t ever know that they don’t take phone orders because, if they’re like us, 95% of their customers order online. And the 5% that don’t order online? I pay for a full time, expert soapmaker to work 8 hours a day answering their phone calls and taking that 5% of phone calls. It’s certainly not efficient from a pricing standpoint but it’s something that rings true for one of our five values statements “Be kind to our employees and customers.” Answering the phone is kind to our customers. Answering the phone raises my overall labor costs though.
That same person that answers the phone does a lot of other things for our customers too. Guess how many orders she’s taking? Maybe 5 a day. But that same person who is available to our 5% of phone ordering customers is also available to the other 95% of our customers that have product questions, technical support needs or just general toiletry making questions. We happily answer any and all phone calls, no matter how intense, long-winded or difficult. We even go so far as to make our customer’s recipes (usually 1 to 2 a week) when we cannot diagnose a problem over the phone. The 45 technical support phone calls per day plus the time and materials to test customer recipes all adds to my overhead as a business person. But the majority of our customers wouldn’t have it any other way. After all, do you want to be able to actually phone your supplier and talk to them or get the draconian “Email us, no phone calls, and by the way, we pick and choose what emails to answer and trust that you’ll figure it out on your own and eventually forget that we gave you sub par customer service.”?
We employ 3 full time staff members just to answer customer (and non-customer) emails. I’m willing to bet that most of our competitors don’t do this level of customer service support. Those 3 full time staff members literally sit in front of a computer all day, looking up orders, tracking Fed Ex packages and answering general soapmaking questions. Answering copious amounts of daily emails raises my overall labor costs. What I really love is when we get an email something like “I ordered XYZ product from your competitor. They won’t answer my emails or phone calls and so I don’t know how to use it. Can you help me?” And, in keeping with one our five values statements, “Be an industry leader,” we always try to help.
More another day on why going with the low cost provider isn’t always a great idea when you’re trying to build a soapmaking business or if you’re just a general shopper of any product on the ‘net.
Updated 2011: Bramble Berry now employs 5 full time staff members in customer service and 2 in marketing for this blog, our newsletter, our social media endeavors and SoapQueen.TV
You have the best customer service…Everytime I email you I would always receive prompt and very kind reply. I leave in the Philippines but my work allow me to be in the US at least once a month. I always get my supplies from Bramble berry because of your customer service, plus your quality ingredients…Keep it up and you will surely keep your customers.
You are so super sweet, Rochelle! We are so happy to hear that you are able to get Bramble Berry products, we do our best to get them to you with the best quality possible! 🙂
-Becky with Bramble Berry
You make some great points in this post. However, I have been doing a fair amount of web-research & price comparison as I dig into my new CP hobby, and you have extremely competitive prices. Another thing that works in your favor is a pretty well-designed website–it is not a headache to navigate. Actually, I’d say a website that is easy to browse is a critical element of customer service nowadays. Plus, my “soaping buddy” bought some raw materials from a vendor that sells through Amazon and her shea butter was hard, strongly scented, and dark yellow–nowhere near as nice as the shea I ordered from you all. I think you’ve hit the trifecta–high quality product, excellent customer service, and competitive prices. My only “frowny face” is that it takes a little while for my order to make it all the way down here in Louisiana! But y’all are definitely worth the wait!
You are so sweet, Noelle! And we can definitely understand your frustration about the shipping time, but did you know for an extra $10 we can put a rush on it? If you are really wanting your product a little faster than normal, try adding that next time. 🙂 Or, there’s always the 2-Day Air option. Or, for really drastic measures, you could move to Washington State. We’d love to have another soaper in our neck of the woods (ha ha). Thank you for your support, and your business. We all appreciate it.
-Becky with Bramble Berry
This last year I’ve been working on making my house hold products instead of buying them from the store. A couple months ago I decided I needed to start a business selling my cosmetic products and that my line would require me to make CP soap. I have spent every day in that time researching CP soap making and vendors of various materials. At first I found Bramble berry and thought that you might be overpriced because of your marketing strategies.
The longer I did research the more I fell in love with your brand. I haven’t even bought my first round of raw materials but I know I will be buying almost everything from Bramble Berry. Your commitment to helping the environment, your informative links all the helpful advise and free recipes you give and most importantly the attention to detail and customer service for non-customers has made me a dedicated “soon to be” client of yours.
This isn’t because you say you are that way but because of what I have seen and the research I have done. I just wanted to thank you and your staff for all the hard work and dedication you put into your business. If I didn’t live on the East Coast I’d so be coming to Otion and your Classes.
Thanks
Thank you so much for your kind words, Glenda! I will definitely pass this onto everyone at Bramble Berry. We are so excited for you to start soaping! While you are waiting to place your order, here are a few fun links you can check out:
Teach Soap Forums (a soaping forum): http://www.teachsoap.com/forum/
Teach Soap: http://teachsoap.com/
Soap Queen TV: http://www.youtube.com/user/soapqueentv
Bramble Berry’s Facebook: https://www.facebook.com/BrambleBerry
-Becky with Bramble Berry
Hi!
I’m new to soapmaking. In fact, haven’t made my first batch! 🙂 I’m a researcher when I get into something, and for the last month I’ve been looking into supplies and different companies, and I always come back to yours. I haven’t placed an order yet, but have begun compiling a list of alllll the things I want to get. I definitely appreciate the customer service, and your tutorials have really helped me. So, when I do get my supplies, I will only be making one stop at Bramble Berry.
Thanks!
Jen
You are so sweet, thank you so much! Have you gotten a chance to visit Bramble Berry’s Facebook page yet? It’s a great place to get in contact with other soapers as well as asking any questions you may have.
https://www.facebook.com/BrambleBerry
Happy Soaping!
-Becky with Bramble Berry
Wooo! Go Bramble Berry 🙂 You guys rock 😀
There are many reasons why I love Bramble Berry and why I order even from a long, long distance – from the Netherlands. First of all, the superb quality of products. Second, the impeccable packaging of the product itself as well as the whole package. Third, your decision to use FedEx even though it may cost a bit more. They ship fast, safe, and if the package gets lost, I can still track it within my country. Fourth, I love the fact that you make an extra effort to make the shopping experience pleasant, fast, efficient and convenient – that goes for the layout of the website, security, automatic shipping quotes, web site adjustable to smart phones. Fifth, the always helping and knowledgable staff. Sixth, the fact that you as the founder, interact with customers and that we can turn to you personally if we like, is a special feature. Sixth, the fact that BB is the leader in the creative crafting, with always new and engaging recipes and techniques, mostly for free.
Those are the main reasons why I am your fait full customer, but there are more.
The only thing I wish is that you expand your offer even more, so that I do not ever have to search for some things outside of BB.
Many greeting to all Brambleberrians from the Netherlands!
You are so sweet, Ksenija, thank you! =)
-Becky with Bramble Berry
First off, I’m sorry that people are berating you about your prices! You have the highest quality soap bases for the cheapest price I’ve been able to find (besides ordering direct in HUGE quantities from the SFIC direct website… but who can actually afford that and run a small business??)
I don’t honestly buy all of my supplies from you, I’m a startup business and calculate the best rate possible from every site I can find (I have to, it’s what I can afford right now), but I will say, I buy all of my premium soap base from you and you really do have fantastic customer service. I plan on coming back again and again!
Thanks also for all of your wonderful SoapQueen tutorials! I don’t know what I would do without those!
Aw, thanks for what business you do give us, Ashley! For what it’s worth, I agree with you on our soap bases – they’re my faves too. =)
Glad you’re enjoying the tutorials. I am lucky to have such a great community to share them with.
Sure, I can find cheaper supplies, but I am a devoted Brambleberry customer because of the quality of your products, the amazing customer service, the super fast shipping, the outstanding communication, the valuable and inspiring information I receive, and because I TRUST you. I actually think your prices are very reasonable especially in light of all the other benefits I receive from doing business with you. I wish more companies operated this way. Love you guys!
~Evie
Thank you Evie! When we hear things like this from our customers, we are even more determined to make Bramble Berry the place for them to get their soaping needs met. =)
-Becky with Bramble Berry
I am new to soap making and find your soap blogs and teach soap extremely helpful. I do know this takes time and effort to put these things together and I “appreciate” the time your company takes to do these. It gives me new ideas and encourages me to try different things. As for your prices, some things are higher, but I have always received quality products.
You are so sweet Rebecca, thank you so much! We try to do our best to help you become the best soaper you can be! =)
-Becky with Bramble Berry
In comparing prices, even when adding on the cost of shipping, I’ve found Bramble Berry products to have a lower cost in the long run than other companies. And then, add on customer service and you can’t be beat. My “real” (read: paying) job is in a restaurant, so I’m all about customer service. I’ve had pretty limited contact with the Bramble Berry customer service team, but every time I have, they’ve been wonderful. I know where my money is going and I know where my product is coming from, and that’s what matters to me.
Thank you Allie for your kind words, I will definitely pass them on to our fabulous customer service team! Happy Soaping. =)
-Becky with Bramble Berry
I’ve only been making soap for about a year and have ordered from various companies, trying to find who is the best fit as a supplier for our materials. Hands down, Bramble Berry is the best! Currently, your prices are pretty competitive, but the quality of your products and, even more so, the quality of your customer service puts you far ahead of the others. I have emailed and called BB customer service on several occasions for varying reasons, and have never been disappointed. Your staff is prompt, knowledgeable, and VERY friendly! I feel confident that when I contact them they will do their best to work with me towards an answer or solution to my situation.
Without hesitation, Bramble Berry is my “go-to” source for all things soap :).
Aw, thanks Carrie! That is such a nice comment – and I appreciate that you notice the quality of our products and the fantastic customer service. Our team definitely tries (we’re human so sometimes, it’s not always 100% success but we always try our hardest!) =) Thank you for your support.
I know this is an old post, but I felt so strongly about the subject I just had to respond. Brambleberry is, as far as I’m concerned, the industry leader in bath and body product making. Your selection is vast, your produt quality is top notch, and I don’t know what the people were thinking when they complained about your pricing. I’m a very conciencious shopper, and I’ve found your pricing to be comperable or better then the competition. And as far as your customer service goes, your company is far and away the best I’ve dealt with, and not just in the soap supplier catagory! I’ve both called and emailed your help desk, and each time recieved cheerful, helpful, and expert support and advice. Keep up the good work, Brambleberry; you’re the only soap supplier for me!
Wow! What a generous, lovely comment. Thank you for your thoughtfulness. I appreciate the kudos and the support. We love what we do and we are so thankful to have a group of committed, supportive small soaping businesses to work with. We love to see you succeed =)
I agree with your post. The reason I chose Brambleberry even though it was more expensive was because of all the help I got from the Soap Queen blog and TV. I probably wouldn’t have even started making lotion and lip balm without them. This summer I want to try soap and I’ll be following Anne-Marie on how to do it. Thanks!
Thanks for the love Amanda. We are so passionate about what we do and love that we have other people to share that with. Woo Hoo!
Have you started utilizing our Facebook page yet? It is SO busy and so supportive and wonderful:
https://www.facebook.com/pages/Bramble-Berry/100412115503
We’d love to help out however we can =)
Love your openness and honesty, it’s always helpful to hear the shared challenges and triumphs of other small business owners! When someone comments on the relatively high price of my products I acknowledge the difference in price but stress value: “Our products are priced a little higher than others on the market AND it’s a fair price for superior ingredients and handcrafted quality.”
The biggest challenge for us is communicating that whether they recognize it or not, our customers are making a trade-off when they purchase ‘cheaper’ products. Perhaps they’re trading customer service, inferior ingredients or poor overall quality for a lower price. Our products are an investment health (we’re an organic company), well-being and comfort…I’ve just got to communicate that message constantly!
You are right – when someone buys a cheaper product, they are often getting something less in addition to their product, usually in the form of customer service and / or quality.
It’s great that you have an answer for when people are concerned about your pricing. Just keep that smile on your face and know that usually, they will be back =)
I sent an email last Saturday, with a question about an order, and I got a response the same day. On Saturday! Brambleberry really does have just the best customer service, and the best stuff!
Aw, thanks for the good report Kay! =) I love to hear that! Thank you for your business too.
I did not read all the comments above, but I can tell you that Bramble Berry is my very favorite vendor. My emails receive a prompt, friendly response; your MP bases are the best and actually a tad cheaper than many other vendors. To all this, add the TeachSoap, Soap Queen TV, etc. and you’ve got something that can’t be beat. I will be your customer for a very long, long time, Ann Marie!
Is there anything that I’d like to see? Yes! (1)more oils and butters, (2) an index of past tutorials – if there is one, I can’t find it – sorry!
You do a great job. I love Bramble Berry; you put a smile on my face each time I visit. Thank you.
Thanks for your suggestions Patricia.
Have you seen the list of tutorials on the top left? You can look them up by subject that way.
More oils and butters? Which ones are you looking for? I’d love to add more goodies in the upcoming year.
Thanks for being a fan and a customer. I appreciate your business.
I really liked this post. I have to agree with you that you pay extra for customer service and tech support and it’s totally worth it. I have a few who may complain about my pricing (not many though) but I tell them that I do not cut corners. I buy the best supplies and study everything I can to produce the best product I can and that costs money. If they just can’t see that then they can buy dial or Zest at walmart on sale this week (eek!)
Zest …. eeek! =) Seriously though, I love that you put such pride in your products by buying the best ingredients and researching your business and your products thoroughly. Here’s to an awesome upcoming year for you =)
Thanks Anne Marie. I have to agree. It has sparked lots of other things related too. Like bath bombs/salts, Bodybutters& balms etc also something very simple that we just use for ourselves that you might like to let people know about. No “cooking” & no mess which is the easiest deodorant in the world to make! Consists of Witch-hazel that comes in a 10% dilution added to a small spray bottle with a few drops of peppermint essential oil & shaken vigorously. This lasts all day & never lets us down. The FEW drops of peppermint though being important as too much means the difference between a nice cooling feel & super heated!!
Surprisingly after a few times of shaking before using, the oil tends to stay quite well in suspension, though for even distribution its best done each time. Surprisingly if you forget to use it before going out just A couple of squirts eliminates odour too. Not found anything like it on the web. when researching natural deodorant recipes they were all quite complicated.
Ours came about totally by chance, not wanting to add preservatives to liquid.
Hope you can let people know about this, its to easy & nice not to share.
Regards Stella
Sounds like a wonderful recipe. We haven’t had much luck with handmade deodorants. They never seem to last all day for us. Thanks for sharing with us =)
Courtney from Bramble Berry
Im going to try this on my next day off. I was using one i made with baking soda and cornstarch and cocoa butter but it started irrating my skin.
I also wanted to say thank you for the order I got today. The fragrance oil sample you sent is amazing and it was so big I thought it was a mistake and was going to send it back. It took about a week to get to get here and that included the holiday so I was more than content. I did not find your prices unreasonable in anyway.
Thank you so much for your business, Karie! Right now we are in our busiest season and have so many orders coming in and we appreciate your patience. 🙂 If you get pictures of anything you are making, be sure to share them with us on Bramble Berry’s Facebook page:
https://www.facebook.com/BrambleBerry
-Becky with Bramble Berry
Sometimes the baking soda can irritate some peoples skin, but thanks for keeping us updated on your recipe!
-Becky with Bramble Berry
Hi, I’m a soapqueen fan for about a year & love all the tutorials, also very impressed with the quality & choice of products. It has amazed me that you have so many more natural product choices without added chemicals. For instance your m & p soaps- no sls sles & other stuff that makes a family member find it difficult to breathe. When my daughter & I discovered the soapqueen tutorials one wet weekend, we just sat for hours watching one after another & excitedly agreed that this was something we had to try. Theres NO-ONE else on the web that does this so well.
Well we’ve had lots of fun & gradually “Treats” was borne & though still in its infancy & probably destined to be a “micro business” due to health problems its all down to the inspiration received from your tutorials etc. On days when nothing can be done, new ideas are dreamed up with a little help from whatever latest newsletter you send, just waiting to be tried on the good days.
One thing thats really frustrating is that living in Ireland its a long way to order products from you & unfortunately safety assessors will only allow local & UK products which seems shortsighted.
It took a lot of searching to find anything near the stuff you sell closer to home, hardly any choices & had to settle for second best
(Maybe we’ll move to America)
Anyway well done with all this great stuff its much apreciated. Regards Stella
We’d love to have you in America! =)
If they ever change their mind, Bramble Berry can provide all the EU Allergen reports etc…. for all of our products. We ship to a lot of EU countries. =)
I am SO glad that you and your daughter have fallen in love with soapmaking. I think it’s the best hobby in the world =))
I have been obsessively reading your blog and watching Soap Queen TV for the last week to the point where I’m dreaming about soap! I have dabbled in soap making using craft store supplies but your videos really inspired me to try some new projects and to invest in quality supplies. I received my first Bramble Berry order yesterday and could not be happier with it. Even my husband (who is a watchdog on my crafting budget) was impressed with your site and has been making suggestions for my next order. I appreciate everything that you do: the tutorials, the videos, the kits, the way comments and questions on blog posts are responded to…you have a customer for life!
Aw thanks Carrie (and your husband!). I really appreciate the support and the business. We definitely could not do any of this without awesome customers and fans and it’s great to hear that you’ve found yourself a new hobby! Yay! =) You’re going to LOVE IT! =)
I’m a beginner. Haven’t got started yet or even put in an order (hoping to soon). I’m starting a small homegrown company, which is quite an undertaking at age 59 and living on a retirement income, but even so I’m not put off by your prices. I’ve been looking around at the different suppliers and websites. I keep coming back to Bramble Berry because everything I see makes me feel comfortable with trusting you with my business. Really, you make me want to sit down to a cup of coffee and a chat with you about homey things.
Aw thanks! And I’m sure I’d love to have a cup of coffee with you to chat homey things =) Glad to hear that you’re keeping your retirement busy!
I love the quality of your oils. They are stronger and more cost effective than other oils I have tried. Keep up the good work!
Bramble Berry ROCKS!!! You have wonderful customer service, they are very helpful and your products are great. You ship extremely quick. Infact I just answered my door to the Fedex Guy and low and behold two packages from Bramble Berry. If customers don’t like your prices then they can go somewhere else, but they won’t get the quick service and wonderful products that Bramble Berry offers. Keep Up the Great Job!!
Thank you so much for your order and positive feedback =) We love out customers!
Aw, thanks for the positive feedback. I hope that we can continue to exceed your expectations in the future. =)
I just ordered some stuff from Bramble Berry a few days ago….I’ve ordered from you in the past & will order lots more in the future. There really is a lot to be said for customer service. It’s pretty much the top reason I pick & stick with a company. I love your shop. You’re doing a good job.
Thanks for posting a comment! It’s nice to see that soapers are reading this blog. And, I appreciate the support of Bramble Berry and my desire to provide the best customer service in the industry (even if it means not being the lowest cost provider!). =)
I finally got around to looking at your blog and I have to add my wholehearted support. I know I could buy supplies from other vendors, some with lower prices, but I would much rather support a company that has served me so well in the past and continues to do so. I am absolutely confident in the service I receive and you just can’t put a price on that. Why would I chose to be an anonymous customer number when I can get personal email responses and support from Brambleberry?
It kills me that I live across the country, but I’ll continue to recommend Brambleberry to everyone.
Sharon