Guest post by: James Cecil
A couple of days ago I was presented with a problem by one of my customers from my Amazon store ReadItAgain books. The problem was that the shipment of a VHS cassette tape was not the right one that was sent to them. My first thoughts of were of gloom and despair that hit me as I had just walked into the door of my office. I was upset more at myself since I was the one who picked up the VHS cassette with the dust cover that clearly indicated the correct title that the customer ordered which was “The Land Before Time”. I did not even check to make certain that it was the right VHS Cassette tape in the VHS dust cover before I put into the box and got the box ready to ship out the next morning.
How did I find out that I made this error? By selling on Amazon.com I have my Amazon Seller account set up to automatically send me an e-mail copy of my customers concerns and request. That way I will not have to log into Amazon Seller Central and have to retrieve them. The customer that contacted me about this error on my part let me know that her 3-year grandson was disappointed that he did not get the “The Land Before Time” VHS and asked me if I still had that title. While I was still in my gloom and despair mood plus worry about the negative customer rating I would be getting I took a deep breath, exhaled and then went upstairs to a bedroom that has been turned into a storage room. I quickly found the “The Land Before Time” VHS cassette and made absolutely certain I indeed had the right VHS this time around and headed back to my office where I got onto my laptop and logged into my Amazon Seller account. I immediately sent off an e-mail to my customer apologizing for the error that I made and informed her that I will shipping the correct VHS cassette tape out to her with an extra bonus in it. Four dinosaurs puppets from the “The Land Before Time” movie for her three-year old grandson to enjoy playing with while he watches the “The Land Before Time” VHS tape. I also told my customer that she would not have to pay for shipping and that I was enclosing a self address stamped envelope for the return of the incorrectly shipped VHS tape.
So what have I learned from this? To check and make sure that I have the correct title that the customer has ordered before fulfilling a customers order. You’ll find out like I did that you made a mistake and learn from that mistake. Just remember that it’s not an end of the world moment. You’re only human and you will make many more mistakes as you continue on with your enterprise. By me acknowledging the error to my customer and promptly taking care of the issue I have at least gone above and beyond this customer’s expectation and have given them a satisfying and rewarding experience.
All I can say is to admit to your customers that you made a mistake and show them that you willing to work towards an amicable solution, stay in contact and treat them like you would treat yourself. Sometimes you’ll come up with a simple solution to the problem of which your customer will think you’ve gone over to the top for them and leaves them completely satisfied.