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How hard do you try to solve issues?

Discussion in 'The Unscripted Entrepreneurial Mind' started by biophase, Mar 21, 2017.

  1. biophase
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    biophase Legendary Contributor I've Read UNSCRIPTED FASTLANE INSIDER Speedway Pass LEGENDARY CONTRIBUTOR Summit Attendee

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    I have a couple of customer service stories. But what I want to stress in these examples is doing some outside of the box thinking, grinding through work, and what it does for your business.

    Example 1: Customer leaves a very bad review on my product. Clearly very pissed. The reviewer's name is Jenn XXX.

    I respond to the review saying I'm sorry that our product broke and would be happy to send a replacement. 2 weeks go by, no reply. (Could have stopped here, perfectly reasonable to stop here)

    Ok, so now what?

    Well, I look at the review date. Customer said they've had it for only 1 week and it broke. So, I got through all my orders searching for Jenn XXX.

    I search for orders from 1-3 weeks before the review. Finally found her order. Send her a personal email stating the same thing. Again, no reply.

    f*ck it, a week later, I ship her a replacement anyway.

    Few days ago, her review disappeared. Yay!

    Example 2: Customer sends inquiry through website's contact us page asking if we have XXX in a certain size in stock.

    I reply to her answer and the email bounced as not a valid email address. Oh well, it's her fault she put in a bad email address right? (Could have stopped here, perfectly reasonable to stop here)

    Well, not really. In her mind she asked my company a question and my company just never bothered to respond. That doesn't look good.

    So I look at her email it's hername954@comcast.net. The only people I know that use a comcast.net email address are old people who get their emails through their internet provider. So I deduce that this is probably an older lady and that 954 should actually be 1954. It's also very common that people use their birth year in their email.

    So I write back to hername1954@comcast.net, a few hours later she responds, and places an order! Success!

    This actually happens alot with contact forms. People misspell their emails all the time. I always try to figure out where they could have fat fingered it. I'm successful about 75% of the time.

    I write these examples because solving problems in business takes active thinking. We run into problems all the time and you can solve them if you think and actually try to solve them. These 2 examples weren't big critical problems, but doing these little things will train you to solve bigger problems when they come up.
     
    Roz, Tommo, sparechange and 27 others like this.
  2. Nicoknowsbest
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    Nicoknowsbest "Next time, there will be no next time" - Eminem Read Millionaire Fastlane Speedway Pass

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    And this makes all the difference.

    Guys, picking up the phone and being friendly is not "going the extra mile".

    This is.

    Thanks for sharing @biophase - very inspiring.

    Action beats excuses, no matter what.

    Key is to keep this attitude as you grow "big" and not to forget about the small things - something I try to remind myself of every day.

    Question:

    Have you ever mentioned these initial mistakes to customers?

    If you have done so, do they appreciate your service even more?

    If you haven't, why not?
     
    Roz and RMDS like this.
  3. biophase
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    biophase Legendary Contributor I've Read UNSCRIPTED FASTLANE INSIDER Speedway Pass LEGENDARY CONTRIBUTOR Summit Attendee

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    Bumping this because my Mclaren sales manager in Philly a few days ago, asked me if I was the owner of XXX business. I said yes, he said, "I had a problem with your product about 3 years ago and you sent me a personal email to resolve it. I thought I had recognized your name. What a coincidence that I buy something from you on Amazon and 3 years later you buying something from me."

    I went through my email and saw that we had interacted in March 2016.
     
    Roz, ZF Lee, Nackog and 8 others like this.

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