 IBS:
Ted, what is your background and how did you get into the tools
business?
TRANS: I have been in the tools supply industry for 15 years. I
started out as an operator of a small mobile tool van working
for a Wholesaler. I traveled all right around Australia with my
business, visiting many all states and hundreds of towns.
IBS:
What are some of the important things you have learned from
establishing of your business that is paying you benefits today?
TRANS: People demand the right item at the right price.
Customers always deserve your best efforts to keep them happy.
That is why customer service is the most important facet of any
business. A happy customer will come back time and time again.
It is important to build a good relationship with your
customers. The most powerful advert you can have is a friend
telling another friend about your business.
IBS:
What tempted/encouraged you to take your business to the
Internet?
TRANS: The genuine desire to see our products available to
customers in the city, as well as in the bush. People in the
country have been paying a premium for it far too long. Why
should they pay more for anything simply because they are in the
bush? Now everybody can buy tools cheaply, have it delivered on
time, and have a dedicated customer service to help them out
with any question they have.
IBS:
Did the set up of your Internet site go smoothly?
TRANS: Of course not!, It took 8 months of hard yakka to get it
working well, and looking good! We are constantly updating and
improving the workings of the site, increasing the database and
thinking of ways we can make the online shopping experience more
fun.
IBS:
Are there any lessons you learned from this experience?
TRANS: The biggest lesson learnt...hmmm that's a hard one, I
guess it was that THESE THINGS AIN'T CHEAP!. They budget on this
project has well and truly blown out. Alas, it really does take
a whole lot of time to make a good site. You can't just knock
one up in a few days,. and you really need to know what you are
doing. In 4 years I have gone from being computer-illiterate, to
running one of the best e-commerce sites around! So, I guess I
have learnt a lot about computers and the Internet.
IBS:
Does your marketing differ now that you are on the Internet?
TRANS: I am trying to limit our marketing online only for now.
The marketing of anything these days requires large amounts of
capital, which is something that I will be looking for in the
near future by allowing Investors an opportunity to reap the
benefits of a net-based business.
IBS:
What positive effects has the Internet had on your
business?
TRANS: Transquip is now a truly (Inter)National business. That,
for me is the bees knees. The fact that right now, as we speak,
a person is visiting my site! That really does make me proud of
what we have achieved.
IBS:
What are your future plans and how do you see the development of
new technologies assisting your success?
TRANS: As I mentioned, I will be seeking investors to assist
Transquip's marketing push. At the end of the day, I know that
once people know they can buy it cheaper at home, they won't
even bother to start the car, but first we need to inform people
of our service...That's the next step.
IBS:
If you could say one thing that has contributed the most to your
success what would it be?
TRANS: A genuine desire to provide a service. It's that simple.
IBS:
What advice would you give to businesses looking to
establish Internet shops?
TRANS: Plan, Plan, Plan. Have a look at how other online
business's do it, talk to them. It is not as easy as it seems!
IBS:
How many years has transquip been operating? TRANS: I've been
going for 15 yrs, Around 9 years as Transquip.
How many on the Internet?
TRANS: Since Feb '99 (which is like 10 years online!)
IBS:
What is the size of Transquip (current turnover, product range,
growth rates etc) and what areas do you service?
TRANS: Current turnover at the moment is around $400000 pa. This
will get bigger as word gets around about how good we are! I
have between 6-10000 items on our database. To my knowledge,
that is one of the biggest databases in the world for online
shopping. We service anybody. I have already taken orders from
Austria, Russia and have sent goods to every state and
territory. We have even Airlifted and toolkit to King Island
which is between the mainland and Tassie. The only way on or off
the island is by Air!
IBS:
Can orders can be processed electronically via your web site?
are there other options?
TRANS: There are You can use our facilities, or options. If
customers like, can ring and order by phone.
IBS:
How long and how much is delivery?
TRANS: Generally, delivery is only $5. Some items may be more or
less depending on the weight of the item. But we do not charge
more for rural places that are further away, and our
delivery charges are always very cheap. At Transquip
we take pride in the fact that our goods are delivered with
speed not usually associated with online shopping. As soon as an
order is approved and verified, the item will be dispatched. A
standard order should take no longer than 2-5 working days to
arrive in Capital Cities, and 2-7 working days in Rural areas.
Where possible, we guarantee to keep the delivery of your
purchase within these time parameters. Should customers have any
other concerns regarding delivery of products, they can contact
us on 1800
82 8200
IBS:
What sort of products are available? and what do you look for
when adding new products to your range?
TRANS: We stock a full range of air tools, power tools, hand
tools, toolkits, workshop equipment, garden tools. We are always
increasing the database, in fact, every day I add something new
to the site.
IBS:
What guarantees do you offer on products you sell?
TRANS: We only stock the very best. Each and every item is
backed up by full national and international manufacturer
warranties. All products carry comprehensive guarantees and in
any situation where the product fails to perform as specified
you are entitled to an exchange upon return. If you you have
found that you have ordered an inappropriate product you may
return it within seven days for a full refund in the form of an
in-store credit. (Naturally the product must be returned to us
in good order and condition.)
IBS:
What sets Transquip apart from other Tool businesses?
TRANS: Our customers will receive a personal touch that is sadly
lacking in online business. From the friendly e-mail thanking
them for the order, to the follow up phone call, Our customers
will really feel they are important, because they are! I am
committed to giving customers value for money, and a feeling of
satisfaction that will bring them, and there friends and family
back again and again!
Visit
Transquip Direct
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