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An Interesting Statistic

An Interesting Statistic

We processed here (independent of Amazon.com) several thousand orders for my new book, Thrive! Some nice people did the fulfillment and processing. Of those orders, only 12 credit cards were declined, and 11 of those people got back to us promptly with the correct cards. Only one person, in Lithuania, turned out to have a bad card, phony phone, and phony email. I’m sure he’s proud to have stolen a $25 book. I don’t see how this book can help someone like him, but who knows?

So many people are cynical about dealing with the public. But if you don’t assume your customer is damaged, and you provide reasonable trust, you wind up dealing with people with the same values that you have most of the time. I’ve never understood people in the retail business who clearly don’t like dealing with customers, don’t trust them, and are rude.

I still remember the people who wouldn’t let me write with an expensive pen I was considering, wouldn’t let me even sit in a rare, exotic sports car, lest I scratch the leather, and wanted deposits before they would order inexpensive books. I remember them because I never returned, and they were such exceptions.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 6

  • Guido Thys

    January 12, 2010

    Alan, you are being a little bit too modest here.
    I am one of the 11 bad/good guys having somehow managed to fill out a wrong expiry date on the form.
    Much to my surprise I did not only get a pesonal e-mail message from you (which, of course, could have been sent by one of the “nice people”, but I think it wasn’t) but also a lengthy message on my voicemail spoken by the voice I know from workshops and podcasts.
    One does not have to be a genius in arithmetic to calculate that the margin on the sale -narrowed down by the special offer- was spent on this message on a call to a mobile phone in Europe.
    I am certain this personal approach helped a lot to achieve the score of 11/12. Personally I was going to sort out the mess at some point, but it turned into a priority when I heard your personal message.
    Retail staff can achieve a lot, but let’s not underestimate the power of the Boss.
    Thanks for your patience.

  • Alan Weiss

    January 12, 2010

    Thanks, Guido. And guess what: The Lithuanian order was real, and the person apologized and got back to me after I sent I letter by regular mail. So, 12/12.

  • Avonelle Lovhaug

    January 12, 2010

    I think this relates to hourly pricing. When we charge by the hour, we are saying “I don’t trust you to make good use of my time unless I penalize you for it”. But I’ve found that if I treat my customers with respect instead of acting like they are trying to hurt me, they prove themselves worthy of that trust time and time again.

    It isn’t that there aren’t idiots out there. But why start out the relationship assuming your customer is one of them?

  • Jim Bradford

    January 14, 2010

    I see that Amazon has sold out of Thrive! (I bought mine directly from Alan so I’m feeling a little smug). This is probably good news about the demand for Alan’s book! In my experience Amazon doesn’t sell out of popular books very often.

  • Peter Marer

    January 15, 2010

    Thanks for another invaluable book Alan – I bought 6 of themn – 1 for me and I give them as a gift to those who I think need the gift of perception – including my kids – see you down under again soon

  • Alan Weiss

    January 15, 2010

    Thanks, Peter! If you get the chance, please consider writing a review on Amazon.com.

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