Costly faux-pas this week: I accidentally published the Juneteenth Legacy Swag Boxes as “free” instead of “$39.” Although I took swift action as soon as I realized it, I also committed to those who ordered while it was “free” that they would still receive their box.

It got me thinking about how rare that level of customer service actually IS in today’s world…

I remember one time there was a conference I really wanted to attend. But the tickets were $500. I was over $845,000 in debt so there was no way I was going to “invest in myself” by taking on more debt (quick aside: notice how no one ever has to tell you “invest in yourself” when it’s something you really should do and have money for? I was so excited to see one of the speakers offer a $500-off ticket code (effectively making my ticket free). Only they never processed my order. Because it was a misprint. Whoever built the shopping cart messed up and because this person didn’t have a high-traffic website, no one noticed until I placed the order.

I can’t tell you what they “should” have done, because I don’t know where they were in their mindset and business. I don’t know if they had profit margin or if they were barely making it. I honestly don’t even know who was responsible for the error – the speaker who’s discount link I used, or the company that (may have but says they didn’t) received my order once placed.

All I know is how embarrassed I felt when the ticket takers insisted I had not registered, even though I showed them my receipt. How disheartened I was as I turned away from registration and found a place to strategize how to get in after a 5 hour drive with no place to stay.

I can hear some of you thinking, “if it’s too good to be true…”

But rather than play the blame game, let’s see what we can learn from this about our businesses: Many times your most loyal customers aren’t made in how amazing your offers and products are on the daily, but are solidified in how you treat them when things go wrong.

Do you listen to them? Do you make them feel valued (even if they’re wrong)? Do you offer a win-win solution? Are you open to the possibility that you might be wrong, your employee (or contractor) might be wrong, or that even if nothing’s wrong, your process for whatever “this” is could be better next time?

Remember: every interaction with potential customers is an opportunity to create raving fans. And that applies to the members of your family, your friends, and even yourSELF (how many of us give ourselves poor treatment, and then wonder why others do too?)

My prayer for all who read this is that you will search the Spirit regarding your business principles and make needed changes today so you can be financially secure tomorrow.




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