We Have the Best Customers

Businesses are made up of individuals. Obvious, right? But how often do we forget this?

When we complain about unfair treatment, we start off mean and super-aggressive, shaking our fist and raising our voice, as if that’s the only way to get our way. And then when we get what we want, we never go back to say thanks, even if it was our own mistake that caused the problem.

We forget that it’s a real person we’re complaining to on the other end of the line.

The textbook industry has notoriously bad customer service, which is something we’re trying to change. But considering how poorly our customers have been treated by other sellers, I’m always surprised by how generous and good-humored they are to us.

Just last week, Jenise and Ashley came by to pick up a book and brought cupcakes for the whole crew so we could help them celebrate their birthdays. Happy to oblige!

Last night, I received the following email from Aundrea:

I just wanted you to know that I have been using your service for quite some time and I am VERY pleased. This semester I bought all my books using the BookFool.com service and it saved me around $500!!! I also love the buy back service that comes around to my school. When I used it two semesters ago, I was able to buy my books for the next semester with the money BookFool.com gave me for my books! Again Thank you so much for your service!!!

Last week, we received this message from Alexandria:

I love bookfool.com! You’ve been to my school to buy back books. And I love it. And I’ve ordered my books through you guys for this semester. I’ve saved about $150 so far because of bookfool.com. Continue with your greatness! Thanks!

Needless to say, receiving compliments out of the blue really makes our day. Apropos of nothing, these customers (and many more) have taken a few minutes out of their day to send us a virtual cupcake. We forward them around the office, print them out, and then work extra hard to be worthy of such praise.

Question of the Day: Who should you send a virtual cupcake to today? I guarantee you will make their day.