The Customer Service MUST that Even the Best Companies (cough, Amazon) Sometimes Mess Up

I think I am probably not alone in believing that I am special. What I mean is, we all want to believe we are special. And we want to be treated as if we are.

And it hurts a tiny bit when we aren’t. Right?

So, when I went to Amazon the day before the launch of the Kindle Fire to check on the status of my order (which I was super excited about), and saw this graphic – I thought “Woo! They are shipping them early!”

Then I went and checked my order status, and what to my wondering eyes did appear but…an unshipped Kindle Fire. A still-cancelable because it wasn’t in the shipping process yet Kindle Fire.

What?

I am an Amazon Prime member. I pre-ordered my shiny new gadget on October 11th. I am SPECIAL. Yet, apparently I am not.

Now, I know that they probably had people who ordered before me.  And they are special, too. Or at least THEY think so. But my “Woo!” faded away pretty quickly. And then I was disappointed. Why were they advertising that they were shipping when my order was not yet shipping?

Around 11PM that night I received a message that my Kindle Fire was shipped. If I hadn’t checked the site earlier, I would have been psyched that it shipped the day before the launch date. But I was already feeling oh so un-special – so the “early” notice was a little too late.

All Amazon would have had to do to avert my evening of un-special-feeling-ness would have been to hold off on posting that “Shipping Now” graphic until the next day. One day.

I am sure they wanted to start capturing the crowd that doesn’t like to wait-list. I get that. And they probably sold a ton of low-priced tablet hybrid thingamajigs that night.

I received my package right when I originally thought I would. All commitments were met.

But as shiny and fun as my brand-new toy is, it is still a little tarnished with disappointment.

How do you manage your relationships with customers so that you never make them feel un-special?

Are You a Self-Directed Learner?

If so, we want to talk to you!

We’re looking for professionals in sales, marketing, executive management and entry level positions that have crafted their own career or promotional path by identifying supplemental online education and individuals within their network to teach and mentor them towards specific career goals and/or promotion aspirations.

If you have bootstrapped your education to attain or improve a professional role by….

  • Creating your own online e-learning curriculum through blogs, association content, webinars, e-training and other online outlets in your industry.
  • Recruiting one or more individuals in your industry to mentor you through the steps to attain a position or career transition.
  • Creating a social media group through Facebook or LinkedIn to aggregate professional knowledge.
  • Giving back to your industry with valuable knowledge in the form of a seminar, webinar or white paper.

We’d like to share your story. Contact us by 11/16/11 to be considered.  Comment below if you are interested!

Relationship Roundup

As the saying goes, change is the only constant.  Note the change up in the Relationship Roundup!  Now being featured every Friday!

This makes some room for those of you who want to contribute to the myGreenlight blog community.  Contact us for more information on how to be a guest blogger.

Now, food for thought in this week’s Relationship Roundup…

Vulnerability has value: Greater Transparency, Greater Start up Success http://bit.ly/ofXA6s

Relationships = Repeat Revenue: Thanks @Aimee_Lucas for sharing What’s a Lifetime Customer Worth? You’d Better Know – Forbes http://onforb.es/qbGvEQ

Anti-Social Media?: According to this AdWeek article, corporate social media could use a generosity mindset shift http://bit.ly/nd5kUX.

Tweet with Generosity: No surprise that our afternoon tweets reflect the well-acknowledged afternoon energy office slump. However, what a great time slot to plan some of your generous outreach. If you can’t make someone’s day, make their afternoon.  http://bit.ly/otG9P5

Kibibi Springs is the myGreenlight Community Manager