In Singapore’s increasingly competitive e-commerce landscape, countless small businesses struggle to survive — and many don’t even realise they are sabotaging themselves. A recent test conducted by a concerned shopper revealed a harsh truth: after sending enquiries to 10 different online sellers via Shopee chat and WhatsApp, not a single one replied immediately. Only one bothered to respond, and that was after a delay of two hours.
For many potential buyers, these slow replies send a clear message: the seller is simply not serious. In a digital marketplace where options are abundant and attention spans are short, a bochap (apathetic) attitude is the fastest way to lose a customer.
Delayed Replies, Lost Opportunities
Unlike brick-and-mortar shops where personal interactions can build rapport, online shopping relies heavily on speed and responsiveness. A simple question about stock availability or delivery can mean the difference between a quick sale and a lost opportunity. When sellers take hours — or worse, days — to reply, shoppers will simply turn to competitors who offer instant answers and better service.
Small Businesses Need to Level Up
Many small business owners in Singapore start with passion but fail to follow through with professionalism. Treating an online store like a hobby rather than a serious venture leads to sloppy service, unreliable communication, and frustrated customers. Over time, these bad experiences add up, hurting the brand’s reputation and causing sales to dry up.
Instead, small business owners need to adopt a on-the-ball mindset:
- Always keep notifications on for customer enquiries.
- Respond politely and promptly, even if it’s just to say you’ll get back soon.
- Train staff or family members to help manage chats during busy periods.
- Use automated replies to acknowledge messages instantly before a detailed follow-up.
Going the Extra Mile
Customers appreciate sellers who go beyond the bare minimum. Providing clear, concise information, friendly advice, and quick updates on orders can build loyalty and encourage repeat purchases. After all, customers are not just buying products — they’re buying trust in your brand.
In an age of instant gratification, taking customers seriously and rejecting a bochap mindset isn’t optional; it’s essential for survival. Small businesses that refuse to level up risk being left behind, while those who embrace responsiveness and professionalism can look forward to sustainable success in Singapore’s thriving digital economy.