Rachel’s birthday was right around the corner. Like any good husband, I was going to surprise her with a gift she had been wanting…a Bluetooth headset. Sounded pretty lame to me, but hey, it’s what she wanted. Quick side note here to the men, when your wife blatantly tells you what she wants, take advantage of that and do EXACTLY what she says! It is the easiest way to get brownie points (these brownie points are in no relation to last post, fyi).
A week before her special day of getting older, I purchased here desired headset on Amazon.com. As promised, the product arrived on time. It was also already opened and appeared to be used. Bonus! Without enough time to ship it back and get a new one, I wrapped it up and gave it to her anyway in hopes that she wouldn’t notice… She didn’t notice. Awesome.
Moments after she opened her gift, I felt bad that my wife may have a used headset that may have been in someone else’s ear and now it is covered in germs. I’m no germaphobe, but earwax is pretty gross. I told her about how the package was opened and the product looking used. After scanning it over and cleaning it just to be safe, Rachel decided that the headset was totally fine and she was totally excited she got her birthday wish. Win.
Eventually I submitted customer feedback on Amazon and gave an overall rating of “Fair” or 3 stars because of the appearance of use on a supposedly new item. Minutes after I submit this, I receive an email and a phone call. I answered the phone and to my surprise it was the vendor I purchased the headset from. The customer service rep. was incredibly polite and informed me that my rating of their company brought their satisfactory rating down from 100% positive feedback. After I explained why I gave a 3 star rating, the rep. apologized and insisted on sending me a brand new headset or anything I wanted so that I would give them a 5 star rating of Excellent. “Don’t send me a new item,” I told the gentleman, “I will give you a 5 star rating because you contacted me personally to own your mistake, apologized, and resolved the matter. That means the most to me.”
5 lessons I learned from Amazon:
1- Be Prompt
Amazon called me immediately to resolve a dissatisfied customer. Be quick to address an issue or conflict you may have with someone. Don’t allow time for negativity to fester. It is the fertilizer of bitterness.
2-Own Your Mistakes
Amazon accepted responsibility for what happened. The mark of real grit is not by escaping your mistakes, but by owning up to them.
3-Empathize
Amazon listened to my story and understood how I felt. A key to any relationship is being understood. When people feel understood, they also feel cared for and become more apt to care for others.
4-Apologize
Amazon sought me out to make amends. It takes intentional effort and humility to seek out someone you may have damaged (your fault or not) and ask for forgiveness.
5- Don’t Settle For 3 Stars
Amazon was willing to do whatever it took to get a 5 star rating of excellence. Never settle for average. You’ll never make everyone happy, but you can ALWAYS give others your best.
Nowell Hardin 