Q&A - Buy Organics Online

CUSTOMER Q&A

Buy Organics Online is a family owned and run online business that prides itself on service, quality products and an extensive range.

By Lindsay Spencer

What are the biggest trends and growth areas you have seen in the past year?

Immunity based and collagen products have been on a big upswing over the past year.

What types of products excite you and what do you love offering customers?

We always like sharing new products with our customers; and when a product offers a solution, it’s great to share! This way, when presented with an issue next time, it saves them time and effort.

As an online retailer, how do you show characteristics of your ‘familyrun’ business ethos?

We answer the phone and get back to customer messages. Every day we receive at least one order from customers that prefer to talk rather than purchase online. We try to always be accessible to our customers. We know first hand the frustrations in dealing with other online businesses when nobody is available to talk.

What promotions work for you?

Rewards points for repeat customers is our most cost effective form of marketing. In our business the cost to get a new customer can be expensive. Giving 5% or $10 discounts to reward loyal customers is really a zero cost initiative to maintain the relationship.

What is your #1 selling Kadac product and why do you think it does so well?

Lotus is our best selling range with Kadac. It’s a trusted brand that anyone visiting health food stores will see and recognise. We believe it does well because it’s so extensive. When a customer buys a product and they have a good experience, its easy to try another as the trust is already established.

What do you need from your wholesale partners?

We often buy certain lines as they are required by our customers. Having certainty around stock availability is essential. The speed and accuracy of processing orders is very important. When products are unavailable quickly understanding when they will be helps us manage our customers expectations. Having some technical capabilities is a big plus also as our business is not bricks and mortar, just digital. Kadac meets and surpasses our expectations on all fronts.

What has COVID-19 taught you about being reactive to the inevitable changes in your business?

Apart from getting busier and having hand sanitiser everywhere, Covid-19 was the ultimate stress test for our systems and processes. We were required to move to larger premises, increase our stock holdings and increase our packing stations to handle the new peaks that came through in sales.

What is your busiest time of the year and what do you do differently to support demand at this time?

There is no busiest time now that pandemics have hit on a few occasions. We do find that the main spike occurs when everyone does their new year commitments to get healthier and eat better. This period always coincides when suppliers are all on holidays. We are transparent to customers about when we will dispatch these orders. Most people are very understanding.

Which category do you see future growth in?

We see organic and Australian products as a whole increasing. Customers are more demanding in knowing where products are sourced from and whether they are accredited as organic as they become more aware of grey areas in product labelling.

What are your 5 top selling lines?

1. Lotus Products 2. Natural Hair Dye 3. Lakewood Juices 4. Castile Soap 5. Black Seed Oil

Re-invention is often the key to longevity. What do you see your business doing next?

1. 3PL services. We can store, pick & pack for other businesses. 2. We look into creating our own brands 3. We look to buying other brands These would be three logical areas that come next in one part or another. www.buyorganicsonline.com.au