Friday, December 3, 2010
Bad Shopping Experience is an Opportunity
I like to think about bad experiences as opportunities. If I don't learn from that experience, the universe is bound to present me with another one, similar in nature, to make her point. So learn I do.
I recently ordered some products online from a company whom I had never ordered before. I was excited about getting my goodies in the mail; I had ordered something that was fun and just for me. (I don't do that very often.)
I received my automated order confirmation. So I waited. Patiently.
After several weeks, I hadn't received anything and was worried. The items all said "in stock". So I emailed the small company. I eventually got a response but it was basically a copy of the order confirmation. Thanks.
I waited some more, then emailed again, inquiring about the status of my order. "OMG! I've been sick. I'm sorry." More than a week later, I finally received my package. Six weeks total wait time.
Inside the package, I found my order. I expected to find a note or something from the one-person shop's owner, who I'm sure would want to retain me as a customer. Nothing. Not to mention that I was disappointed in the order itself.
I had been so excited about this purchase, but when it finally did arrive, all I felt was disappointment. Needless to say, they lost a repeat customer.
So, after having said all this, here's what I learned:
1. I don't want any unsatisfied customers.
2. I will always do everything in my power to ensure that orders go out in a timely manner.
3. I will always ensure that every order has extra goodies in it--from a handwritten thank-you note to samples, and more. Every HaEE customer is special and your orders are too.
4. If we do make a mistake, we will admit it, rectify it, and make it up to you. We will never just ignore you and "hope" that you place an order again with us someday. We will work even harder to make up for our mistake.
Feeling dissatisfied with a product or company shouldn't be an everyday occurrence. You should enjoy the product you purchased, be satisfied with the relationship between you and the product's company--because you are ultimately in the driver's seat. Our businesses exist because people want to purchase a particular product and want to be able to trust the company that makes and/or sells the products you purchase.
I want Heaven and Earth Essentials to be that kind of company.
If you ever have an issue with any of our products, I want to know about it so I can personally fix it. Of course, if you love something we've created, I'd enjoy hearing about that too.
Posted by Barbara at 6:46 PM