21 March 2005
We Have Ways of Getting Information
Bribes, for example.
In the extremely unlikely event that you are a Blowfish friend or customer and are not on our email mailing list but are reading this here, we're doing a survey of our customers. There's a goodie in it for you if you finish it.
We're already getting good, useful information that we'll use to develop the business in interesting and creative ways. For example, we've learned that my video reviews suck.
Blowing Kisses
Speaking of things in the "Thank God They're Nearly Done!" category . . . Allow me to present Blowing Kisses, our first book, publication date May 1, 2005.
I wish I could take credit for the photo, but it's stock from Veer. I'm utterly delighted to give credit to Mary Anne Mohanraj for her patience and perseverance in bringing this marvelous anthology together. And, of course, the writers. Especially the writers.
Why, yes, I have fallen in love with Adobe Illustrator's "Drop Shadow" filter. Why do you ask?
Blowfish Friends and Lovers #1
Thank God this sucker is nearly done. Blowfish Friends and Lovers, Volume 1 is at the replicators. Words cannot describe how happy I am to see this movie almost ready to ship.
I directed. Strut, strut, preen, preen. There, I'm over it.
Customer Service, the Blowfish Way (part 1 of a series)
I've started formalizing a lot of Blowfish's customer service policies, and I thought it might be fun to publish them here. Given how lousy so much CS in the world is, it can't hurt.
Today's Topic: We don't say “no.”
Of course, that doesn't mean we always give the customer what they are asking for; that would be insane. It means that we do everything we can not to use the word “no” with a customer, especially in a way that directly contradicts the customer.
Wrong interaction:
Them: “Your web site said that I could return it!”
Us: “No, that's not what the web site says. That item is not returnable.”
Correct interaction:
Them: “Your web site said that I could return it!”
Us: “The description of the item does include a note that says that particular item is not returnable. Is it defective in some way?”
The important points are:
- Do not directly contradict the customer unless it is absolutely required. It almost never is.
- Tell the customer what is the case, rather than spending time on arguing with the customer's perception.
- Always lead the customer from what they want to what we can do, rather than dwelling on what we can't do.