I have always made the statement that if someone had a good experience they generally tell five people. If they have a bad experience, they will generally tell 25 people because the majority of humans thrive on drama and excitement, especially negative energy. I always try to do my part to expand on the five for the good experience and raise that ratio. I recently advised a client to purchase an item from Amazon.com because it was listed for nearly $600 less than purchasing it from the manufacturer. When the item arrived, it did not come with the correct software and was much less capable than we were expecting. After further investigation, I determined the description on Amazon.com’s web site was incorrect. I called customer service and explained the situation to them and let them know that the manufacture would sell us the upgrade for $530. Amazon, without hesitation, refunded the customer $530 to pay for the upgrade that was needed. The customer was amazed when I also told them I knew someone who had purchased a music CD from them and they called customer service and told them they simply “did not like the music on the CD” and they were allowed to return it for a refund.
I’m not sharing these stories because I own stock in Amazon.com or because I think people should order products and abuse their return policy. I feel everyone should be fair and reasonable and work out the details. Without that taking place, both parties are not mutually satisfied. If one party is able to convince the other party of the value of something, they agree to do business and both parties benefit. Satifactory customer service works the same way as the original business transaction and can not only save a failed transaction, but create even more mutually beneficial transactions in the future.