Options
Some questions about coin dealer websites
mercurydimeguy
Posts: 4,634 ✭✭✭✭
I need to have some level setting of expectations so I figure I'd ask in the open...
Do coin dealers generally not respond to electronic inquiries from their websites? I'm like 2 for 14 so far... do I just stop spending a good amount of time providing them valuable information via an electronic inquiry so I don't get frustrated by no response? Or did I just happen to by luck to pick the non-responsive ones.
Some I just broke down and called, and surprisingly a few told me to call them back in a couple of hours because they were going out to lunch. Mind you I was inquiring about c. $5k per unit coins. Thought this was a little odd because I work and had some free time during lunch (e.g. I have learned to multi-task like eat and talk on the phone at the same time).
Some I reached and were very nice trying to help me buy something from their websites that didn't work...at least they were able to take order over the phone.
In most cases, the problem I was having buying coins from their website is that the coins didn't exist...they were no longer available so the system was crashing. My question to them is why is there a coin in their inventory marked as 1 available to order, the system allows me to order it, but they don't have the coin (it has been sold some time ago). The answer I got most of the time was sorry, we don't update our website inventory that often.
So a couple thoughts... I need some guidance as to how coin dealers treat their websites because if my small sample is the norm, I'll probably consider giving up spending a lot of my time doing web research and just stick to buying major auctions.
I did have a couple of very pleasant experiences but the sample size of these was so low, it made me wonder if my expectations of eCommerce in the coin business are just not aligned with reality.
What are your thoughts and/or experiences.
BTW, I am not calling out anyone on this at all as names are irrelevant to my question. My question is around what my expectations should be around how dealers treat their websites and how/if I should adjust them.
Thanks!
Do coin dealers generally not respond to electronic inquiries from their websites? I'm like 2 for 14 so far... do I just stop spending a good amount of time providing them valuable information via an electronic inquiry so I don't get frustrated by no response? Or did I just happen to by luck to pick the non-responsive ones.
Some I just broke down and called, and surprisingly a few told me to call them back in a couple of hours because they were going out to lunch. Mind you I was inquiring about c. $5k per unit coins. Thought this was a little odd because I work and had some free time during lunch (e.g. I have learned to multi-task like eat and talk on the phone at the same time).
Some I reached and were very nice trying to help me buy something from their websites that didn't work...at least they were able to take order over the phone.
In most cases, the problem I was having buying coins from their website is that the coins didn't exist...they were no longer available so the system was crashing. My question to them is why is there a coin in their inventory marked as 1 available to order, the system allows me to order it, but they don't have the coin (it has been sold some time ago). The answer I got most of the time was sorry, we don't update our website inventory that often.
So a couple thoughts... I need some guidance as to how coin dealers treat their websites because if my small sample is the norm, I'll probably consider giving up spending a lot of my time doing web research and just stick to buying major auctions.
I did have a couple of very pleasant experiences but the sample size of these was so low, it made me wonder if my expectations of eCommerce in the coin business are just not aligned with reality.
What are your thoughts and/or experiences.
BTW, I am not calling out anyone on this at all as names are irrelevant to my question. My question is around what my expectations should be around how dealers treat their websites and how/if I should adjust them.
Thanks!
0
Comments
Several of the dealers that post here will do so as well.
But I do sense that in this Internet age people expect much faster turnaround than the days of yore. I suspect most of us carry around smartphones and in general are constantly available. I know from time to time I personally have experienced extraordinary turnarounds from high-roller dealers (and I am not a high-roller client). Not because I am special, but just because that is how they work. It creates an expectation that everyone else will operate the same way all the time, and that doesn't always happen in real life.
<< <i>Try Jason at David Lawrence Rare Coins. They have a huge online inventory and will respond with alacrity.
Several of the dealers that post here will do so as well. >>
DLRC=class act
Eric
or do not respond by phone, and for those sites, lower your expectations.
(I won't be afraid to 'name names' here, since it's praise).
- Submitted an order at like 10pm on a Tuesday night. Order was confirmed before midnight, and shipped the next morning. (Gary Adkins). (Should also point out that I had never dealt with them before, so it's not like they were catering to a special client).
- Requested a photo for a coin without one in their inventory...quite a low value one too. Got an email within 30 minutes with the link to the photo. I bought it. (Northeast Numis.) (Again, my first time buying from them).
- Submitted an offer for a coin...(embarrassingly low, I'm afraid)...and received a counter offer within a couple hours. That was a couple weeks ago, and the counter is still available to me, apparently. (Still thinking about it.
Think you must just be having bad luck??
<< <i>But I do sense that in this Internet age people expect much faster turnaround than the days of yore. I suspect most of us carry around smartphones and in general are constantly available. I know from time to time I personally have experienced extraordinary turnarounds from high-roller dealers (and I am not a high-roller client). Not because I am special, but just because that is how they work. It creates an expectation that everyone else will operate the same way all the time, and that doesn't always happen in real life. >>
I would wager part of how they got to be high-roller dealers is by having fast turnaround and actually advertising coins they have for sale.
In honor of the memory of Cpl. Michael E. Thompson
BTW, I've bought coins from Gary and DLRC as well before, and agree their service is top notch (thanks for making it so).
And one you guys posted some truth...in the Amazon.com and Newegg.com and BestBuy.com age, and eBay, perspective becomes difficult to maintain in a niche like coin collecting.
But I've also dealt with companies over the Internet in other niche verticals and have not had the same kind of experience as I do in coins.
Oh well, great feedback and thank you all for your input. I'll just keep going down the list and denote ones I should come back to/revisit vs. ones that I probably should not go back to again.
I think there are a few factors to consider as to why the problem arises:
Coins are sold through many venues: at B&M, at shows, on web site, on eBay, on vcoins, through mailing lists, through consignment services, in a "shared marketplace" where multiple dealers list the same coin for sale, etc, etc.
Other than a direct request to purchase at the asking price, no questions can be processed by a non-numismatist. Any questions regarding condition of the coin, pedigree, or flexibility on price requires the input of the dealer, and staff may need to forward questions. This can take time, if staff is inattentive or the dealer is travelling. In most retail environments, anyone can sell an object at its asking price.
Then again, there are dealers that pay for a table at a show and no matter how many times you walk past, they are never there to sell you a coin. I feel like websites are similar, some dealers are very good at the online selling end and some are not. As has been said before, selling is the easier half of coin dealing.
There are two British dealers that sell high end material that use freeserve.uk and homestead.com as their web hosts, which makes me laugh a little. I had a free website on homestead.com probably 15 years ago. I don't judge them on their websites, as they are both honest and have a decent inventory.
I try not to judge a coin dealer by the quality of the website if the reputation is good. Typically if the inventory purchasing seems suspect I will just e-mail the dealer and request information or a price quote.
<< <i>If you send me an email or PM I typically respond within about 24-hours. If it's a PM I might forget and need a nudge once in a while, but email gets a response quickly. >>
Exactly. I can't imagine not responding to a potential customer within 24 hours. Even on a coin under $100. It just wouldn't be good business and in this business customer service and reputation is paramount. And on an inquiry on a coin or coins valued at $5000, you better believe I'd be responding to the customer as soon as possible, likely within a few hours at most. Even if I was really busy, I can still get emails on my phone and it's very easy to send a quick response that you received their inquiry and that you can't reply in detail until later...
That said, I've dealt with hundreds of dealers over the past several years and it surprises me how many just plain suck at customer services. In some cases the dealers just do not know any better, but in many cases it is apathy.
Michael Kittle Rare Coins --- 1908-S Indian Head Cent Grading Set --- No. 1 1909 Mint Set --- Kittlecoins on Facebook --- Long Beach Table 700
To the OP: A lot of us independent dealers really do try harder so please don't give up on the whole group.
Best Regards,
George
Several sites I frequent have amazing pictures that are almost as good as seeing the coins in hand. Others are so poor that it is impossible to see any detail. I am not a photographer, but if it was my job to sell my wares, I would make it very easy to fall in love with them.
<< <i>This question is a bit off the spirit of this topic, but why is it that some dealers put such lousy photos on their websites?
Several sites I frequent have amazing pictures that are almost as good as seeing the coins in hand. Others are so poor that it is impossible to see any detail. I am not a photographer, but if it was my job to sell my wares, I would make it very easy to fall in love with them. >>
Some of the old time dealers (and a few of the newer ones) are reluctant online sellers. Many are one man operations as well. Quality imaging takes some practice and effort and may not come easily to a fellow wearing trifocals.