Make Your Customers Happy

In today’s,post Seth Godin said”The only reason to answer the phone when a customer calls is to make the customer happy.”

This reminds me of something that happened several years ago with Day-Runner. It was the end of the year, and I went to buy a new calendar for my day planner. Staples was out, and I didn’t feel like running all over, so I figured I’d just get a whole new one. The old one was a bit beat up anyway. So, I look around for something the right size, with a phone book, calendar, etc. I find one, but the calendar is blank. I pick up another one, also blank. Huh? I went to a small stationery store, same problem. I get back to my desk, look up Day-Timer’s Web site (which was either a usability expert’s worst nightmare, or ticket to big bucks, depending on how you look at it), and find a phone number.

I call and talk to someone who tells me that, “All the calendars are blank.” If you want a usable calender, you either have to fill it in by hand (?), or buy one separately. So, I have to make an additional, separate purchase in order to get a brand-new datebook to work properly?? Why, I asked? Because it was easier, and cheaper for the company. That way they didn’t have to toss out unsold stock. Maybe, but I’d have to spend extra money, and throw away that blank calendar, creating more garbage.

I was so disgusted, I went out and got a Filofax instead. It cost a lot more, but it came with a real calendar, has a real leather cover, has lasted longer, and can be refilled easily. I will never buy a Day-Runner product again.