I am Scott Henshaw born in the early 1970's near Seattle, Washington (USA). Since 2010 I have been a self employed entrepreneur and achieved measured success with running a family based business on eBay and other online marketplaces. A simple core belief in the greatness of all people and providing amazing buyer experiences are the focal points of our business model. We thrive in a world where technology paves new paths and I look forward to engaging with you in this awesome new digital landscape. I dig motorcycles, family, traveling and freedom.
When it comes down to it family is everything. I am fortunate to have a wonderful one with my wife, Nanette and seven-year-old son, Renato. We live a fantastic life full of personal and professional growth. Opportunity is a constant as is hope, love and freedom of movement. Growing any home-based business can be a difficult journey but one that we have learned can also deliver great joy.
In addition to our family business we enjoy travel, numerous hobbies and finding balance. We have a nice friendly cat and after a recent visit to Hawaii are considering getting a pot belly pig. Get back to me on that…
We have grown a unique market by supplying thousands of homes around the world with beautiful flatware. In return we get to meet the most wonderful people and engage in amazing stories, sometimes spanning generations with certain patterns. Even if we do not have your specific item in stock we are glad to keep a list and let you know when we get some in stock
Got fork? We are always looking for quality inventory so please don’t hesitate to contact us should you have something to sell. We are always in the market and can take care of all the shipping needs from a single spoon or fork to an entire pallet.
eBay continues year after year to be an unique platform to market products of all different types. Success on eBay is achieved by providing amazing buyer experiences. Selling on eBay is much simpler than in the past and great reward can be achieved by focusing on new technoligies such as Mobile listing and Global Shipping. Simply put, it’s a whole new world and a whole new eBay.
We will constantly be sharing blog posts and relevant topic to what we have learned both as eBay sellers and active members in the community. If you are in the Puget Sound we also teach for the eBay Education Specialist Program
Automobiles and motorcycles are one of my life long passions. I can remember my first engine rebuild at age 15 with my father, an experience that propelled me into a future of pistons, bearings and grease.
We are fortunate today to have some amazing partnerships with automotive engine parts warehouses and can either ship direct from our own stock or a network of warehouses throughout the United States. We carry some cool American-made products such as Hastings piston rings, Clevite bearings and Victor Reinz gasket sets.
Check us out We have some cool hobbies, a great sense of humor and cool items in our stores and on the local Seattle Craigslist. Please join us on Facebook, Twitter, Instagram, eBay, Pinterest and share with us the journey of life.
About this Blog Wearing multiple hats gives us many different topics to talk about on our blog. We obviously really enjoy many activities and we love talking about the eBay community, some of our more interesting items and growing up in a work at home family. We hope that you will find purpose here as that is our main intent with all that we write. Shall I feel the need to post the latest make it or get rich quick scheme or mass list our products, then trust in that I will post something about music or beer instead.
Pleasing everybody is impossible but to customer service providers pleasing everybody is a must. Indeed being a customer service provider is not easy. I would like to take this opportunity to share one of my experiences and learning as one of the customer service provider in the field of hospitality industry.
To give service to people is not measured by professions, body weight, appearances and status in life. It merely depends on how you deal and interact with people from time to time. My first customer service experience happens when I was assigned as a bar operation manager in a certain beach resort. It’s not actually an easy job because I ‘m the one in-charge of the entire bar operation and I only have two bar attendants working with me. Every night we have different customers with different personalities to deal with. There are bossy type, meticulous type, eccentric, easy-go-lucky, cool and others just want nothing but to unwind and enjoy. I thought my job will only include running the bar and overseeing my two assistants but one certain night, one of our customers got drunk and making some trouble around. As the operation manager it is my responsibility to confront him and I really don’t know how – I mean he is drunk and he is unpredictable. Scared to death, I talked to him and asked him what’s wrong or what’s going on. The man yells at me saying “My girl friend broke my heart and I want to make a fight to anybody here”. I’m shocked and speechless but if I cannot stop him surely tomorrow I will be fired. I told him all the good sayings taught by the wise men I knew while at the back of my brain I’m praying to hundreds of saints (I’m catholic) that he won’t punch my face.
Fortunately he calmed down, sit back to his seat cried and shared his story. Honestly, I really wanted to say “who cares? And it’s none of my business” that time but being the manager in the bar I felt like – this is my customer and he is inside our bar, he deserves to be served. I thought we are only responsible of serving drinks and food, bussing out empty bottles and escorting them to their tables. I realized that we need to give them services beyond limits. The fact that he came to our bar to forget all the bad feelings he felt gave me enough confidence to make him feel better and that he came to the right place. His story is really heart-breaking and something that needs lots of understanding and advice. For me, making a drunken man listen to me is a challenge but somehow I’d managed to calm him down. After an hour, he decided to go home and I was touched when he said thank you and left me a cash tip.
That first customer service experience of mine is really unforgettable and I learned that, to become the best customer service provider you need to put yourself on your customer’s shoes. No matter how annoying and depressing sometimes your customers are, still be nice and accommodating. Ask yourself what if I’m on their shoes, what exactly you will do? Or would you feel the same way? These questions can really help big and can make your dealings to your customers’ problems easier. We can learn and define the kind of services we provide to all our customers but we cannot base our sincerity and passion in giving services from books, it comes from the heart.
Dr. Seuss can sure be a tongue twister to read at times and no better challenge than the classic: One Fish Two Fish Red Fish Blue fish. Still a tongue twister at times but I think that I have it down pretty good as I believe that I have read it to Renato several dozen times.
Please feel free to enjoy my audio version and visit your local library and spend some time reading to your own family. It is a true joy.
From there to here, from here to there
funny things are everywhere
DirectTV Customer Service.
My brain to my keyboard, “Please help me not rant and try not be too lengthy. My intention on creating this specific blog category, which is focused on customer service is really with a hope to engage with a spirit of education and learning. This from both positive and negative customer service experiences. Truth be told I much prefer to write about, focus on or even allocate any brain function at all with the positive. Several times throughout nearly every day I am delighted with friendly service, amazing customer driven engagement and frankly just some really nice people. These are what you will find that I write mostly about as they help to inspire me and propel our own customer service relations forward.
We have adopted a policy in which we simply try to love our buyers. We place a tremendous value on people that are willing to trust us with their monies and the quality of both our products and our service. We have learned over a period of time that new customers, even when something has gone wrong with the single sale, can turn into life long customers and even friends. We have also seen with some of our peers in how their business practices have turned the simplest issue into negativity or poor customer service. Leading into costly returns, chargebacks, issues with platform performance measure and the loss of future sales. Even worse, vocal frustration shared via social media by the customer. Buyers are certainly a mix of a diverse human condition and there’s some greatness in the ability to turn a negative situation into a positive just as there is a level of stupidity in letting something simple turn a customer against you. Sadly this is what this post is about. Lets us take a lesson from it.
Allow me to first focus on the good. My wife and I moved into our home about eight years ago. It was a pretty well-planned move and we had a couple months prior to closing to make sure that all of our ducks were in a row, “i”‘s dotted and “t”‘s crossed. Comcast was scheduled to have service turned on the day of our moving in. About a week prior to move-in day I called Comcast to verify that service would be ready and I was told that the order had been canceled. The agent was not able to tell me who canceled the order and it took me several transfers to find out that it was Comcast who canceled it. Reason? there was no physical cable to my home as we are sent back to far. Based on the fact that I was not told this during the time of ordering, paying, nor any communication was given to me via email nor telephoneI promised never to use Comcast services again. On move-in day I called the Dish Network and was not overly impressed with what they had to offer. I decided to call Verizon and at least have my telephone turned on. The Verizon agent was extremely pleasant and was able to bundle a package for me which contained good phone service, DSL and DirecTV which included the Filipino Channel, for my wife. If memory serves me correct the installers were out within a day or two and we had excellent service for roughly the first six years.
Two years ago we were disconnected by DirectTV, (Not Verizon). It was quite a surprise as I had the, “Verizon Bundle” set to auto pay. I came to find out that DirectTV and Verizon had parted ways and DirectTV was no longer part of the, “Bundle”. Part my fault for not opening DirectTV’s mail as I assumed that they were coupons or fliers and part their fault for not at least calling me to explain the situation. Water under the bridge, service was hooked back up and no worries. This did, however, take the, “Amazing” out of what I remembered to be a very long partnership. I still felt satisfied with the programing, quality of service and package as a whole.
December 2013 – new year resolutions: cut back on some of the unused things… Times have changed for us in regards to how and where we get our entertainment. Both the xBox and computers have NetFlix and we find that most of the time we either watch what is offered there or pay for something on iTunes. The hundred and50+ channels or so in which we pay a premium for with DirecTV seem to for the most part go unused. Several months prior to December I called to see if they had any packages which were more budget friendly to the types of programming that we as a family enjoy. Sadly there was not and just before New Year’s on December 27th, 2013 I called and canceled my services. The instructions were quite clear in that my service is going to be turned off, which it was, I was going to be sent boxes to return the hardware and I have one final bill for a prorated amount. Being on auto pay I noticed in January that I was charged the full amount. The full amount for February was also taken several weeks later. I called to discuss and after being on hold for roughly 45 minutes I was told by the operator that there was no record of me calling in December. I assured her politely that I had infact called and that a remember that the conversation was quite lengthy and I was given clear instructions on what to do in regards to the cancellation. She insisted several times that I did not call so I had my wife come to my office to verify that I was not crazy as she was standing there when I made the call in December. Even after this the agent has the audacity to tell me again that I had not called and that we simply have to agree to disagree. I asked for her supervisor and she was quite reluctant to pass me through. While on hold I was able to find my cell bill from December and verify our 72 minute phone call to DirectTV, (Half on hold, half conversation). The supervisor came on and was also able to find record of me calling in. Based on this the agent or supervisor apologized and confirmed via email that the service was canceled, the order for boxes sent to return hardware and that I would be refunded the January and February payment within seven business days.
Today is day eight and I called to check status on my refund. 45 minutes on hold and I could not wait any longer. I also received an email from DirecTV reminding me that I have a certain amount of time to return my hardware back. In responding to the email I was told that the mailbox is not m
onitored and nobody would respond. The responder suggested that I log into my account my Online. I tried this and wasn’t able to because, you guessed… it my account has been closed. It’s not a big deal, the couple hundred bucks will probably come within a couple months, (Based on the zero balance bill that I received today – ironically enough shortly after posting this along with the second piece of mail from DirecTV in the form of advertising) and even if not it certainly won’t break me. The sad thing is that I had eight years of service with DirecTV and my reason for canceling was simply because of the limitations of programming options compared to price. I would have been completely open-minded to looking at future service with DirecTV however they have done what I hope I will never do in my own bus
iness which allow a a lack of customer service to create a good customer to to resent our brand.