This is an excellent post and you are right on target with so many key points. (We are on the same wavelength with this. You must be reading my mind.)

I recently had an experience in which a manager of a successful women’s bag company treated me like poo when I wanted to return something (expensive luggage). He didn’t “listen” and blindly stuck to the company policy of no returns after 30 days, even though that information was not on the shipping order included in the box. I had ordered it online for Christmas and had no idea there was a 30 day return policy. I missed the cut-off day by just a few days because of the holidays. The item had a minor defect and he said he’d take care of that, but I could not return it. Period. No matter what. I wasn’t happy with the overall quality of the item, but that didn’t matter to him. He said he knew the product was good and that he used that same piece of luggage himself (I was wondering why he was using girlie luggage with flowers on it, but anyway). The product just wasn’t what I expected. But more than anything, I was SO frustrated that the guy just didn’t “hear” what I was saying. He didn’t care. I almost cried (seriously), I was incredibly disappointed to have the company I had loved for so long treat me that way. Their marketing campaign is about “lifestyle” and this wonderful, kind, free spirit thing. Whoa, that’s not what I ran up against.

It’s a long convoluted story, but I WAS their target customer and had been a loyal one, always talking up the brand. I AM the person they show in their ads, etc. I AM their philosophy. Their motto is ME.

And he (the manager) clearly didn’t want ME. He dumped me. Funny, it kind of broke my heart to find that a company I had been promoting for years, buying products and following on Facebook and Twitter didn’t “really” care what I thought. My first instinct was to go on FB and Twitter and talk about how I had been snubbed. Share with all my friends who are also their target market how crummy the customer service manager treated me. But after I settled down, I knew that wasn’t my style. I don’t want to be that kind of negative person. I will use the luggage and see how it works and if anyone asks me about it, I will say I was treated like poo by the company and that they “broke up with me” and made me sad and that I will no longer buy their products. It also reinforced the notion that I must take great care in how I treat my clients. I want to treat them as I expect and want to be treated.

You’re right on and I know you treat people well! That’s why you are successful and I appreciate your approach and the kindness you have in your heart.

Melissa
P.S. Sorry for the ramble, but this one got me!