Arrival in Vegas Pt. 2

I was too tired from the trip to post last night, so I’m posting at 4am Pacific … as it is only 7am according to my body ….

I missed the crowd getting the bags, and picked mine up and walked outside and saw the “normal” line in Vegas to get a cab … it was at least an hour wait. Then I recalled the tip the gentleman next to me on the plane offered me. Find the guys in the red hats that offer bag service and they get you a cab immediately. It worked to perfection. He was not only extremely professional, but he asked the hotel I was going to and got me a cab with a fellow WMW attendee. The lack of a wait and his professionalism earned him an Andrew Jackson.

I found out during the ride that his company sells advertising and is in the web hosting industry. He didn’t have a business card, but his name was Ben and he picked up the cab fare. His company has a booth at PubCon and you can be sure they will be featured here.

Nice move with picking up the cab fare. You might say he just bought some links.

Let me cover Pt. 2 of our discussion of getting what you want without being a jerk.

Just after I had the hair cut fiasco, I headed over to pick up my new glasses. I am getting blind in my old age. When I had my exam, I was very clear that I needed them first thing Monday morning for my trip. In a classic Monday, you know what happened. They weren’t there, but they were at their other location which was a 15 minute drive … in the opposite direction of the airport. I calculated the time that I had, and if I drove there, got the glasses and took off for the airport, I’d barely make it. Now, you and I both know that you can never just walk in and pick up glasses. There is always a wait involved, fitting them, etc. So, I just took off for the airport and made a call from my cell.

I explained my situation briefly, clearly and never rose my voice. In closing I said that I was frustrated. She said my “favorite” phrase. “I will transfer you to someone who can help.” Now, we know what is coming now? Either voice mail or a disconnect. I got voice mail. I left a message and said basically the same thing. I hung up with the realization that I wouldn’t be going back and doing business with them again.

While parking my car at the airport, she called back. Asked for me to update her on what happened. I did. Again, in a clear, brief, non-threatening matter. I used the word again - frustrated. I never used any cheap attacks on her, the business, I just expressed my frustration. Was her response like the first owner? An excuse? Hiding behind policy? No. She asked, “What hotel are you staying? Can you get me an address and I will have your glasses FedExed for arrival tomorrow.

I didn’t ask her to do that. She offered that herself because she wanted to keep my business. She also stated that it was a lot easier to come to a solution when she wasn’t being yelled at. She hates that. I think we all do.

What I wanted in both situations was for my problem to be solved. In the first I wanted to use my American Express card as it is the card I always use and makes my bills easier to handle and take care of. The second, I just wanted my glasses. In both situations, I could have gotten nasty. I had the right to after being lied to. The situation could have been really awkward for me if I didn’t have an alternative method of payment.

As a consumer, when you have a disagreement with the merchant, express your problem clearly and briefly. Make sure you speak to someone who can make a decision, such as a manager or the owner direct. Give them an opportunity to make things right and keep your business. Phrases such as, “What can you offer me to regain my trust so I will do business with you again” are golden. Because what you just said is that trust has been broken, but you want to repair it … and you allow them to make an offer. Remember, the person who talks first often loses, so let them offer, as they will often offer more than what you would ask for. And the goal here isn’t to get as much as you can. The goal here is to get your problem solved to the point that business can be done again in the future.

One business owner didn’t want to make things right. Therefore, I stood my ground and I will not be going back. The other earned my trust and I will be going back. In your business, what are you doing to ensure that the right customers keep coming back? One parting shot … the customer is NOT always right. The RIGHT customer is always right and the WRONG customer is always wrong. There are some customers that you don’t want for any reason, and it is best to let them go. And for the record, they are often the ones who are screaming, “But the customer is always right!”

Always do business with the people you want to do business with. Solve your customer’s problems, and the majority of the time they will keep coming back. While that is true for traditional brick and mortar businesses, it is also true with affiliate marketing.