There’s a special kind of dread you feel when you fire up the laptop first thing in the morning—and see you made a stupid little mistake the day before, resulting in a customer being incorrectly charged almost 40 times (overnight), to the tune of almost $3,000.
“You see this watch? You see this watch?”
“That watch cost more than your car.” —Blake
My daily driver cost $2,500.
But you know what’s nice?
Somewhere along the way, someone told me:
“Call your customer before your customer has to call you.”
I had the problem solved, the charges reversed, and full documentation to the customer within 30 minutes. His response, “Shit happens.”
I hope he gets to keep the points.
[ This post was written almost a week later. Sorry. ]
I found a remanufactured (in Japan) Denso (OEM) alternator on Amazon for less than $100 out of pocket after leftover gift cards and store credit.
Long story short, it came in on August 3rd, and I installed it Saturday morning, the 5th. Fezzik’s running better than ever.
No Alternative to Customer Service
The seller’s website touted 25 years of automotive experience and a mission to become the dominant player in the automotive aftermarket industry. I’m sorry, but I just don’t see that happening.
They advertised the item in-stock.
It was drop-shipped from a wholesaler.
After it was drop-shipped from Denso.
I got a tracking number when it was delivered.
They took 24 hours to reply to my post-order inquiry.
Crudely, lacking both capitalization and punctuation.
Either not understanding, or just not reading, my email.
Two days after the alternator had left the warehouse.
Bruce Roller? Michael Dash? Nobody does customer service like you guys did.
You know when companies don’t care about you.
Don’t think for a minute your customers don’t, too.
You wouldn’t know it from all those TED Talks and podcasts. For those of us on the outside, it often seems like successful people have had everything figured out forever.
But they don’t. So don’t think you have to have it all figured out just yet, either.
I listened to the Tony Robbins podcast on the way into the office this morning and heard a conversation with Joe Gebbia, who co-founded Airbnb. They launched SIX different times before it finally stuck.
They thought the attraction was literally air mattresses. Then they thought it was cereal. They were up to their eyeballs in credit card debt, trying to keep the doors open—and now they’re a US$30Bn company.
As I was listening, I realized something. We’re all just making it up as we go. You know what you’re hearing when you listen to successful entrepreneurs talk about how they got where they are today? You’re listening to them reflecting on their past with that 20/20 hindsight vision.
We’re all just making it up as we go.
(source: https://www.tonyrobbins.com/podcasts/airbnb-art-resilience/ )