What Makes Braw Beard Different? - The Braw Beard Story - Pt 6 of 6

What Makes Braw Beard Different? - The Braw Beard Story - Pt 6 of 6

6 Part Series. What Makes Braw Beard Different? - The Braw Beard Story - Pt 6 of 6

Getting To Know JJ In More Depth.

There are three invaluable differentiating factors that contribute to Braw Beard standing out in a crowded market space… 

  1. Customer support
  2. The products themselves
  3. The Braw Beard community

When my old mentor interviewed me, one of the questions he asked was… 

Let’s say you've had a great month with more new Brawthers coming onboard than ever before and you’ve received even better feedback than you ever before from your existing Brawthers. Best of all, you're REALLY enjoying the process. How have you been spending your time during this amazing month? 

My immediate response was… Engaging with Brawthers via social media and email newsletters. 

People rave about our customer service and the reason for this is that I’m obsessed with making sure that I’m doing right by my guys. 

I know where my bread is buttered. 

Not only does my entire livelihood hinge on my Brawthers trusting me to do what I told them I was going to do… when I told them I was going to do it… but my personal sense of pride is also deeply tied to my performance.

Knowing personally that my customers are taken care of directly contributes to me sleeping well at night. 

And as dumb as it may sound, I lose sleep when delays in delivery happen due to the Royal Mail getting bogged down by red weather warnings or strikes and such.

On the flip side, seeing great feedback never gets old. 

Each new success story I read hits the spot and feels just as deeply satisfying as the first beer or shot of the day does.   

This isn’t the cosmetics division of some billion-pound global operation being run from some ivory tower by a money-grabbing board of directors who have never talked to a customer in their entire life. 

If the mega-corporation loses your business, they wouldn’t even know they did because you’re just a drop in the bucket. 

But if I lose you, I see it. 

More than that… if I lose you and it had something to do with you being wronged, there are no 18 layers of management for me to hide behind. I’m here in the trenches so if you don’t get desirable results… I get to man up and own my part in that. 

Braw Beard Oil is my baby and I’m the face of the company so the buck stops here.  

This is why going back to the very beginning in 2012, I put myself in charge of addressing ALL of the customer service emails. 

I didn’t want anyone else dropping the ball because I know how vital this function is.

Now fast forward to 2024 and think about this… 

Do you know how batshit insane it is for ONE person to be able to handle this job with the tens of thousands of orders I’ve taken over the years?

And all these years later I’ve yet to be overwhelmed by the task. 

When my mentor asked to see complaint letters that I’ve gotten he was floored by my answer… 

I told him, “I have not had anyone complain about the products.”

So there it is. 

This perfectly explains how it was possible that one person has been able to handle customer service for a business that’s been operating since 2012 and has sold tens of thousands of units. 

Common sense would tell you that satisfied customers don’t reach out as often as dissatisfied customers do.

And of course, the messages that come in and compliment the products and delivery times are the easiest to handle because they’re fun and simple to address. 

As Braw Beard has slowly grown I’ve come to find that I truly enjoy being approached and asked for advice – whether in person or online. 

The satisfaction that I get from an interaction that gives a customer answers that inevitably produce awesome real-life results for them makes me happy. 

It has been an incredible journey over the last 11+ years and I am extremely thankful for your part in the story so far! 

Thanks for reading.

Join the #Brawtherhood
Scottish beard care.
Born in Scotland, enjoyed Worldwide.

P.S. Use code – brawblog – at www.brawbeard.com for 10% off

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