Comments on: How my publisher got $5,000 of goodwill with $100 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/ Personal finance blog for college students, recent graduates and everyone else -- including entrepreneurship -- for getting rich. Featured in the Wall Street Journal and New York Times. Sun, 8 Nov 2009 06:09:27 -0800 http://wordpress.org/?v=abc hourly 1 By: linda http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-73332 linda Fri, 12 Sep 2008 22:04:06 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-73332 had purchased a dishwasher from a store. the installer was a subcontrator of the store,, i paid him and also gave him a tip for lunch for him and his helper.when he left i noticed the dishwasher was in crooked. i called the store. they said they would call the installer. the store called me back and said the installer would bd calling me about the installation. yea right. lo and behold he called in 5 minutes, apologized profusly, explained he was at another job and would be back at my house in approx i hr. he came & fixed the dishwasher.........the moral of the story treat workers as human beings and they will usually return in kind, the customer service from the store was worth much more than any "discount" from a chain had purchased a dishwasher from a store. the installer was a subcontrator of the store,, i paid him and also gave him a tip for lunch for him and his helper.when he left i noticed the dishwasher was in crooked. i called the store.
they said they would call the installer. the store called me back and said the installer would bd calling me about the installation. yea right. lo and behold he called in 5 minutes, apologized profusly, explained he was at another job and would be back at my house in approx i hr. he came & fixed the dishwasher………the moral of the story
treat workers as human beings and they will usually return in kind, the customer service from the store was worth much more than any “discount” from a chain

]]> By: andrew http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-73228 andrew Thu, 11 Sep 2008 18:35:30 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-73228 I commonly practice giving the benefit of doubt to the customer. I work in the the construction industry and it is common for contractors to lie about abusing our products and trying to get credit from our distributors. So instead of being a pain in the ass about it, by requiring the distributor to send the products back for inspection I routinely offer a onetime "goodwill" replacement to the distributor. The only caveat is that they have a conversation with the user about proper and safe usage. This goes miles in building the relationships with those distributors. They know that we will always back our products (many of which are sold for $100's or more) and back up their decisions with the user on the spot. We regularly get told how easy we are to do business with. Plus I would rather put my product back in the hands of someone to try again then give money back. I can't recall one time when the replacement also failed and we lost a customer. I commonly practice giving the benefit of doubt to the customer. I work in the the construction industry and it is common for contractors to lie about abusing our products and trying to get credit from our distributors. So instead of being a pain in the ass about it, by requiring the distributor to send the products back for inspection I routinely offer a onetime “goodwill” replacement to the distributor. The only caveat is that they have a conversation with the user about proper and safe usage. This goes miles in building the relationships with those distributors. They know that we will always back our products (many of which are sold for $100’s or more) and back up their decisions with the user on the spot. We regularly get told how easy we are to do business with. Plus I would rather put my product back in the hands of someone to try again then give money back. I can’t recall one time when the replacement also failed and we lost a customer.

]]> By: Anthony Kuhn http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-67814 Anthony Kuhn Mon, 28 Jul 2008 15:37:25 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-67814 Businesses often underestimate the value of good service and word-of-mouth when dealing with their customers. Thanks for a reminder to go the extra mile every time! Businesses often underestimate the value of good service and word-of-mouth when dealing with their customers. Thanks for a reminder to go the extra mile every time!

]]> By: Debt Free Hispanic http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-67203 Debt Free Hispanic Thu, 24 Jul 2008 13:39:50 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-67203 Sending someone a gift is the best way to build a relationship. If you are seeing someone face to face then handing them a gift can go a long way in business. Gifts leave a lasting impression! Sending someone a gift is the best way to build a relationship. If you are seeing someone face to face then handing them a gift can go a long way in business. Gifts leave a lasting impression!

]]> By: Weekly Round Up: Beginning of the Week | Green Panda Treehouse http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-66832 Weekly Round Up: Beginning of the Week | Green Panda Treehouse Mon, 21 Jul 2008 17:44:57 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-66832 [...] How my publisher got $5,000 of goodwill with $100 shows us that goodwill goes a long way. [...] [...] How my publisher got $5,000 of goodwill with $100 shows us that goodwill goes a long way. [...]

]]> By: Jim http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-66529 Jim Thu, 17 Jul 2008 22:20:18 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-66529 You left jeans at the publisher's... what were you doin' with your jeans off anyway? No wonder she's being so nice to you! You left jeans at the publisher’s… what were you doin’ with your jeans off anyway? No wonder she’s being so nice to you!

]]> By: Danica http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-66500 Danica Thu, 17 Jul 2008 18:19:12 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-66500 My one nit-pick: I don't spend $859 on Christmas presents, and if that's the average I'm betting that a lot of us are spending either considerably more or considerably less than that. I think the reminder to factor in what I spend on Christmas gifts is helpful... but not $71 a month! (I think I may even have spent less than $71 total on Christmas gifts last year, personally, although that's not my goal.) I love the giving-things-away, going-three-steps-beyond model of customer service. That's why I offer a full refund plus 10% if my grocery boxes arrive with any damaged or funky ingredients. What I'm learning now is that, just maybe, I need to stick with my full refund offer even when customers politely ask for (for example) a partial refund because of some problem in shipping or whatever. I had a customer ask for half her money refunded in June, because she just didn't feel the product met her needs. I sent the half-refund via PayPal and apparently it never actually went through. Now she's disputing it with PayPal, and what should have been a friendly little "oh, okay, here you go" transaction is turning into Drama. Of course, I've offered the amount that I originally tried to send, and the note I attached at the time... but I'm starting to think that I'd also rather just stop fiddling around with half-refunds and half-effective payments and seeing what the customer wants, and instead just send more than they expected to get. My one nit-pick: I don’t spend $859 on Christmas presents, and if that’s the average I’m betting that a lot of us are spending either considerably more or considerably less than that. I think the reminder to factor in what I spend on Christmas gifts is helpful… but not $71 a month! (I think I may even have spent less than $71 total on Christmas gifts last year, personally, although that’s not my goal.)

I love the giving-things-away, going-three-steps-beyond model of customer service. That’s why I offer a full refund plus 10% if my grocery boxes arrive with any damaged or funky ingredients. What I’m learning now is that, just maybe, I need to stick with my full refund offer even when customers politely ask for (for example) a partial refund because of some problem in shipping or whatever.

I had a customer ask for half her money refunded in June, because she just didn’t feel the product met her needs. I sent the half-refund via PayPal and apparently it never actually went through. Now she’s disputing it with PayPal, and what should have been a friendly little “oh, okay, here you go” transaction is turning into Drama. Of course, I’ve offered the amount that I originally tried to send, and the note I attached at the time… but I’m starting to think that I’d also rather just stop fiddling around with half-refunds and half-effective payments and seeing what the customer wants, and instead just send more than they expected to get.

]]> By: Ramit Sethi http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-66492 Ramit Sethi Thu, 17 Jul 2008 15:46:40 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-66492 Derek: That is RIDICULOUS. What are the odds?? Anotherguy: Good point, but there are ways to do similar things even with your own money. For example, after I had lunch with one of my mentors, he was talking about someone buying an expensive purse. I mentioned a book he should read, Deluxe. Right after lunch, I bought the book and shipped it to him from Amazon. It arrived the next day. That's a $13 way to make an impression and really help someone out. Derek: That is RIDICULOUS. What are the odds??

Anotherguy: Good point, but there are ways to do similar things even with your own money. For example, after I had lunch with one of my mentors, he was talking about someone buying an expensive purse. I mentioned a book he should read, Deluxe. Right after lunch, I bought the book and shipped it to him from Amazon. It arrived the next day. That’s a $13 way to make an impression and really help someone out.

]]> By: Lee http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-66490 Lee Thu, 17 Jul 2008 15:31:06 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-66490 off topic, but how did you find a publishing agent or publisher for that matter... did they approach you by the dozen or was it a matter of hunting one down? on topic, service is definitely a contributing factor in overall user experience. I think it will stick out with the recency effect more so if there was just something minor or extra that stood out. On another note, a lot of these gift items can be classified as qualified expenses however just being overtly polite and thoughtful and doesn't cost a dime. Recent example, one semi 4-star restaurant handed our bag and boxes and made us put our 'doggiebag' together, another one put it all nicely packaged for us and threw in a extra set of rolls for the left-over main course, go figure. off topic, but how did you find a publishing agent or publisher for that matter… did they approach you by the dozen or was it a matter of hunting one down?

on topic, service is definitely a contributing factor in overall user experience. I think it will stick out with the recency effect more so if there was just something minor or extra that stood out. On another note, a lot of these gift items can be classified as qualified expenses however just being overtly polite and thoughtful and doesn’t cost a dime.

Recent example, one semi 4-star restaurant handed our bag and boxes and made us put our ‘doggiebag’ together, another one put it all nicely packaged for us and threw in a extra set of rolls for the left-over main course, go figure.

]]> By: Christine in Iowa http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100/comment-page-1/#comment-66484 Christine in Iowa Thu, 17 Jul 2008 14:26:18 +0000 http://www.iwillteachyoutoberich.com/blog/how-my-publisher-got-5000-of-goodwill-with-100#comment-66484 Nearly every comment here is from a person who has received and appreciated good customer service. Yet the overall quality of customer service out there seems to be so low! Think about calling an airline or cable company to get something resolved...it's so frustrating! I recently bought $3000 of furniture from a local store (bed, mattresses, table and chairs) and not only would they not give me any deal on the delivery charge but they charged me extra for delivery because the chairs pushed me over the number limit for delivery. And I have to wait until one piece arrives in 6 weeks, to get the whole delivery! Yet this morning at Krispy Kreme, I bought 2 dozen doughnuts and the worker gave me and my 2 boys a free doughnut hot off the belt and I'm happy! :) It doesn't have to be a big gesture....as Tage said, it's the little things that customers share with their friends, and so on... Good article Ramit. Nearly every comment here is from a person who has received and appreciated good customer service. Yet the overall quality of customer service out there seems to be so low! Think about calling an airline or cable company to get something resolved…it’s so frustrating!
I recently bought $3000 of furniture from a local store (bed, mattresses, table and chairs) and not only would they not give me any deal on the delivery charge but they charged me extra for delivery because the chairs pushed me over the number limit for delivery. And I have to wait until one piece arrives in 6 weeks, to get the whole delivery!
Yet this morning at Krispy Kreme, I bought 2 dozen doughnuts and the worker gave me and my 2 boys a free doughnut hot off the belt and I’m happy! :) It doesn’t have to be a big gesture….as Tage said, it’s the little things that customers share with their friends, and so on…
Good article Ramit.

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