How a moron does business - the case of the "Cookies, Cakes & Cartridges" business (cont.)

This is all I wanted.....

All I wanted was this: my cartridge to be delivered when they said it would be delivered. That was the acid test.

Now I won't use them again because of the simple fact that I don't trust them. Their shoddy service directs me to make all sorts of negative assumptions about them. They don't do what they say they will.

Do what you say you will. That will impress the customer. As an added bonus, you get his money. And his word of mouth referrals. Sure, my business is only worth $2,252 a year. But I'd already told 4 people about this great concept. If they buy the same as what I do, that's in excess of $11,000 in sales pa.

But that all stops. All gone (almost).

I gave them a second chance.....they are even more stupid than I first suspected!

The cartridge wasn't delivered. I rang up and said, "The cartridge was meant to be delivered yesterday."

"Sorry," she said. "Our delivery guy was delayed. It will be there today."

And it did come. A day late. Guess what? No cake.

"We'll bring the cake back tomorrow."

This is why it's so easy to be successful in business...

...it's because you are competing against clowns like these people.

Here's the situation so far:

1. They haven't meet the expectation. Failed miserably.

2. We gave them a second chance and waited another day for the delivery.

3.. They failed that miserably by not meeting the expectation then.

2 chances. Failed them both terribly.

Here's what should have been done:

# 1: The cartridge and the Mud Cake should have been delivered by a friendly delivery guy when they said it was going to be delivered. That should have been accompanied by a "Thanks for your business" card:

==========

Dear Mel

Thanks so much for your business - we greatly appreciate you giving us a try and can assure you of our best efforts, prices and products at all times. And yummy cakes!

Thanks again. Look forward to being of assistance.

Regards

Mary

==========

Now that would have been impressive. Exceeded our expectations. Been professional and friendly. Made us feel like we'd want to do business with them again. Made us feel appreciated (most people stop using a business because they don't feel appreciated).

Read on for...

#2. The delivery driver is...

Brendon Sinclair