“Neat Meats” is an e-commerce startup that promises to deliver fresh meat at the customer’s doorstep.
No doubt it is a challenging space.
For one, customers are hugely sensitive to the hygiene factor. Next, it is a time-sensitive purchase.
As one of their curious customers, here’s a short account of my experience with Neat Meats.
One of the first things I noticed about their online presence is their website. It totally lives up to its fresh and clean image. There is a sense of authenticity in the ‘Company’ page that speaks about the experience of the founding team in the food and retail space, in an open, honest tone.
Since I had never ordered meat online, I wanted to have a chat with the team before placing my first order. The presence of a mobile number on the top left corner drew my attention.
I had such a great experience with their team that I decided to get a little “behind-the-scenes” with this great venture.
Here’s what Mihir Tewari, Founder & CEO, Neat Meats, had to say when I spoke to him.
“Our aim is to create a business that delivers fresh, hygienic and tasty meat which is priced right. That’s the reason we spent a lot of time and effort setting up a robust sourcing, cold chain, and distribution process, that ensures the meat our customers get is nothing but the freshest.”
“But all this infrastructure would be for nothing if we did not give our customers the best experience possible. So, we lay a lot of emphasis on giving our customers the best experience possible.”
Almost all the time you can tell what people will whip out a wallet for if you keep prodding. Their eyes will light up on certain things, or they’ll just flat out tell you what they need.
Neville Medhora — Founder of Kopywriting Kourse
In their words, here are the reasons that Mihir and his team believe in talking to their customers as often as possible.
How often has this happened to you?
You walk into a store and like what you see. You pick it up, but at this point, you have a few questions about the stuff you want to buy. Now would be a good time to get some of your questions answered by the store assistant.
You walk up to him, but it’s quite a task even getting his attention. He is busy ignoring you, or doing the more ‘important’ tasks.
You finally get his attention! Phew!
You are hoping to get the conversation going about your latest discovery- but you are met with short, unfriendly responses. Or blank stares. Or silence. Or ‘ Umm..I am not sure’. Or even worse; he gets back to what he was doing earlier.
Where do you think your latest favourite thing will land up?
That’s right- back on the store shelf.
Now, imagine this scenario in an online store. The customer is 10X likely never to return to your website.
So, how can you ensure that you have a store assistant always available for a friendly chatter in an online store? How do we ensure we reinforce his “feel-good” factor?
Talking to Mihir reminded me of something I read here.
At a minimum, you should be able to talk to your customers…
Here’s something meta, we use Exotel to run Exotel. We talk to around 300 customers every single day. And here’s what we have seen.
But during a phone conversation, one thing always leads to another, and it gives an opportunity to build a relationship with your customer. And this is the most precious thing for an early stage startup.
If you’re an early stage startup like NeatMeats and would like to use Exotel to power your support team, sign up for a trial account here.