Thus, taking one step at a time, this goal-driven team is surely taking Tupples from peak to peak. Sonia confesses that her extensive experience in the customer solutions, content development and instructional design domains have come in handy in giving the business the necessary structure and strategy.
Being an avid pet lover that she is (her Chihuahua is registered as Saffron Sinha), she obviously brings that passion to use while building Tupples’ product portfolio. Read how Sonia saw a business opportunity in selling products for pets online, and how she goes about her business.
What made you start your venture?
I have always been an animal lover and at different times, have owned 5 dogs, a cat and even a rabbit. Even though I have always had pets, I had no idea that there are so many useful and stylish products available for them.
This is because, in walk-in pet stores, supplies are usually stacked untidily and the staff is not very helpful or knowledgeable. I wanted to change that and offer a different shopping experience, one in which the customer can sift through products in a leisurely manner and can find out all the information she needs about any product she would want to buy.
We also plan to open pet stores in which the staff is well informed, patient and helpful, to deliver a happy shopping experience.
What has been the key to your business’s success?
Excellent customer service and stocking unique products has been the key to our business’s success. A number of our customers are repeat customers who tell us that they can’t find some of the things available on our website, anywhere else. We genuinely care for our customers and it shows through our repeat sales.
What are the major challenges in your line of business and how did/do you overcome them?
Coordinating with courier services can be a challenge. Sometimes some pin codes are suspended and we are not informed, and at other times customers don’t receive their packages on time. After a few disappointments, we have finally put a system in place which works for us. We follow up our courier partners constantly. Also, we have identified a few very responsible people in their organization and have developed a good working relationship with them. These people ensure they take ownership and help solve any problems we face.
Do you have a mentor who guides/ advices you on matters of the business?
Our mentor/investor is Abhimanyu Rana, an experienced restaurateur and a graduate from IIT Delhi. He has excellent advice about the practical aspects of our business and guides us through the technical challenges we face as well.
What strategy do you follow for Customer Satisfaction & Expansion?
We are extremely flexible with our customers. If they want something specific and we can source it, we would be more than happy to do so. If they need us to subtract an item from their bill after they’ve made a payment, we will refund their money immediately.
We go the extra mile for our customers and take complete ownership, which is why our customers are satisfied with our services. Part of our expansion plan is to open retail stores which offer the same unique products and customer experience. We also plan to take our website to the next level by adding more informative sections that will help pet owners.
What, according to you, are the top 3 skills needed to be a successful entrepreneur?
Courage, optimism and the ability to look at the big picture are the top 3 skills needed to be a successful entrepreneur. Want to groom your pet? Check their collection and more www.tupples.com