RE: [Harp-L] RE: Harp Depot

[Ken Deifik <kenneth.d@xxxxxxxxxxxx>]

> "my experience tells me this is an isolated incident"
>
> I've seen too many complaints ... to believe this.

And yet this is a huge opportunity for Harp Depot to look great in front of 
all of us by resolving this quickly now.

When I worked for that mail order company I mentioned, things regularly got 
screwed up.  Management was very disorganized.  (The main reason we 
fulfilled and resolved issues ASAP was that the cracks through which things 
could fall were positively gaping.)

When I got an angry call from a customer I'd first of all give the caller 
my full name and direct phone line, and tell them to write it down as I was 
taking full responsibility to resolve the issue.  I then made sure the 
resolution was my next order of business and would turn angry people into 
loyal customers in a few minutes.

By the way, in terms of using the tools of the internet to get the 
attention of companies, a few days ago Sony evidently announced that if you 
wanted to buy one of their computers without all the preinstalled 
"crapware" (i.e., all kinds of crippled software that you do not want) you 
had to pay $50 extra.  The social news websites lit up and Sony retracted 
their $50 fee today.

Also in current web-osity, Seth Godin ran a story today in his blog where 
he discussed how Microsoft resolved a screwup with a customer in a unique, 
funny, satisfying fashion.  Godin pays off his story in the following way: 
"Do you know what most people [customers] want? They want you to care."
http://sethgodin.typepad.com/seths_blog/2008/03/secret-shortcut.html

A paying customer emailed me recently to say that their copy of Music For 
Small Audience was damaged in the mails.  It was playable, but the jewel 
case was busted.  Could they send it back to me and get a new one?  I told 
them they could not do that, but that I would send them a new copy 
immediately on the condition that they gave the other copy to someone who 
might like it.  Now I'm a hero.

Harp Depot would really look good if they'd resolve this quickly 
now.  Screwups happen to everybody.  For smart companies they are an 
opportunity.