Even though many brands in Second Life create amazing products, the way they treat customers can leave a sour taste in your mouth. When that happens, it makes you think twice about spending money with them again.
I’ve encountered more than a few brands I’ve supported that ignore simple customer service issues, like refunding a double purchase or answering a basic question. I’m sure most of us have experienced being completely ignored by a store owner or customer service rep. Some people know how to create great things in Second Life, but they never learn how to build loyalty.
On the other hand, the brands that go out of their way to be kind and helpful earn my support for years.
One example is Everfaery. Every time I’ve had a question or needed help, they’ve responded in a way that was even nicer than expected. Honestly, the fact that they respond at all already puts them ahead of many brands. Recently, I asked a question on Flickr and got a quick reply. That reminded me they also give L$50 monthly store credit to group members. On top of that, creator Fever Fae is incredibly talented, making clothing, hair, shoes, décor, and more. She has range, and she’s had staying power in SL for years.
Another brand that consistently treats customers well is Izzie’s. I’ve said it before, but it’s true. A few days ago, I saw their Nail Beds set and thought, “I didn’t even know I needed that.” Now I can’t imagine not having it. It adds another layer of realism, and I appreciate creators who think of those details. Plus, Izzie Button has always come across as genuinely kind.
Then there’s Truth. Creator Truth Hawks regularly gives gifts to the VIP group and runs solid sales throughout the year. I’ve also been a Truth hair blogger for years, and their relationship with bloggers has always seemed professional and respectful. That kind of relationship-building is one reason some brands last so long in Second Life.
My list of brands doing it right is actually pretty long. There are many wonderful creators in SL. But when a brand ghosts me after I’ve supported them, I remember it. I’m too classy to name names, but you know the type. We’ve all encountered them.
There’s one brand where I used to buy every fatpack. Now? Maybe I’ll grab a single item during a weekend sale and spend the equivalent of a real-life quarter. Why reward bad customer service with full-price loyalty?
At the end of the day, customer service matters. Talent may get people through the door, but kindness and reliability keep them coming back.
If there are any brands you love that treat customers right, let me know in the comments!
What I’m Wearing:
Everfaery – Rora Crop Top
Izzie’s – Nail Beds
Truth – Pillow
Sparkle Skye – Fiona Ring
ISON – Yoselin Lounge Pants
Yummy – Elven Priestess Necklace
Alaskametro – Beachcomb Nail Art Appliers
Glam Affair – Lumi (L004)
LeLutka – Billie Mesh Head
The best customer service I have ever had in SL has generally come from hair makers, and particularly….Truth. Whenever I’ve had an issue it has been handled within 24 hours and usually less than 12.
I buy Izzie’s stuff just in case even if I’m not planning on using it all that often because it is just great stuff, it’s inexpensive, it serves real needs and Izzie is awesome.
OMG Everfaery sells by body! I love buying by body! I praise creators like Everfaery and Just Because who sell by body!
Genuinely one of the nicest interactions I’ve had in SL was with Krystali Rabeni from Love Superstore. I had bought a few items from her shop and noticed these amazing little waterfalls throughout the sim, but I couldn’t find them for sale. When I sent an IM to ask where I could purchase them, she generously gifted them to me along with several other things. I was more than ready to pay for them, and because of her kindness, I will forever support her store.
The other creator who stands out as a kind, lovely, and patient person was the late Faith Jolifaunt, owner of Shaka Brah furniture. She was always attentive to any issues and would even send out gift cards if there was an error on her end. Cancer sucks. Rest in peace, sweet lady.
On the other hand, I’ve had some less-than-pleasant interactions with the owners of Nerenzo and Brock game tables. While Brock at least provided a solution, the owner of Nerenzo simply dismissed my issue and never followed up, even though it was a script error.