I'm an educator. Not the same, but in some ways similar. If I focused on the doofuses who don't read the syllabus, can't be bothered to show up to class, won't read the book--well, I'd be out of this business in no time.
I've found that I need to focus on the students (customers!) who are doing what they need to do. I don't spend a lot of time looking at the doofuses; they just bring me down. If they, as I say, "get religion," well, then that's different. But most don't. They just feel entitled to pass the class with an A or a B, and that's that. Sadly, for them, the class grade distribution DOES approximate a normal distribution. I don't curve--they curve themselves.
Bobby, in this day and age, when people can post their "experiences" on the web and others will take their reviews as gospel, it seems like the only thing you can do is try to be as customer-focused as you can.
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You may or may not recall this--I asked for, and received, a spunding valve ordered from you for Christmas. It came in a nice box marked "Ball" which I took to mean including the ball-lock quick-disconnect.
Except...it had the connection to a Sanke keg in it. I emailed you, included a pic, asked nicely about the goofup. Except...it wasn't your goofup. The drop-down menu clearly asks to specify a connection, and Sanke is the default. My daughter, who bought that for me, didn't know that. I took my info from the page that showed a QD on it.
My fault. You offered to include a QD in my next order gratis, but I didn't follow through because, well, it was my mistake (not the first time I've asked for brewing stuff for X-mas, and got the wrong size). You'd think I'd learn. Maybe next year.
I'm keeping the sanke connector; who knows, at some point it may be important. And the value of the QD is hardly worth doing anything more. I have a few spares. I'm using one.
I say this because, IMO, you responded with excellent CS: It was my fault, but you offered to make it right. It's why it's easy to pull up your web page to order something instead of searching. Bobby, it does matter.
Go back and see what I wrote in the first section above. Don't focus on the doofuses. (should the plural of doofus be doofi? I don't know).
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I don't know what proportion of doofus customers you get. Don't answer, it can't end well. But there are those of us who appreciate the CS, and your attempts at trying to make sure we get what we need, not just what we order.
You may need to put a control on your website that doesn't allow people to order yeast and specify first-class mail. And despite that, I'm moved to say this: what moron doesn't know that first-class mail is....iffy?
I've found that I need to focus on the students (customers!) who are doing what they need to do. I don't spend a lot of time looking at the doofuses; they just bring me down. If they, as I say, "get religion," well, then that's different. But most don't. They just feel entitled to pass the class with an A or a B, and that's that. Sadly, for them, the class grade distribution DOES approximate a normal distribution. I don't curve--they curve themselves.
Bobby, in this day and age, when people can post their "experiences" on the web and others will take their reviews as gospel, it seems like the only thing you can do is try to be as customer-focused as you can.
*********
You may or may not recall this--I asked for, and received, a spunding valve ordered from you for Christmas. It came in a nice box marked "Ball" which I took to mean including the ball-lock quick-disconnect.
Except...it had the connection to a Sanke keg in it. I emailed you, included a pic, asked nicely about the goofup. Except...it wasn't your goofup. The drop-down menu clearly asks to specify a connection, and Sanke is the default. My daughter, who bought that for me, didn't know that. I took my info from the page that showed a QD on it.
My fault. You offered to include a QD in my next order gratis, but I didn't follow through because, well, it was my mistake (not the first time I've asked for brewing stuff for X-mas, and got the wrong size). You'd think I'd learn. Maybe next year.
I'm keeping the sanke connector; who knows, at some point it may be important. And the value of the QD is hardly worth doing anything more. I have a few spares. I'm using one.
I say this because, IMO, you responded with excellent CS: It was my fault, but you offered to make it right. It's why it's easy to pull up your web page to order something instead of searching. Bobby, it does matter.
Go back and see what I wrote in the first section above. Don't focus on the doofuses. (should the plural of doofus be doofi? I don't know).
*************
I don't know what proportion of doofus customers you get. Don't answer, it can't end well. But there are those of us who appreciate the CS, and your attempts at trying to make sure we get what we need, not just what we order.
You may need to put a control on your website that doesn't allow people to order yeast and specify first-class mail. And despite that, I'm moved to say this: what moron doesn't know that first-class mail is....iffy?
