A Tale of Two Sellers – Adventures on Amazon


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First – I had a GREAT month in February…. I just realized that my passion for trust is counter-cyclical….. people are really interested in learning to earn trust, now that the giant Trust-Ponzi scheme is being busted wide open!

Still it is no fun being right when so many people are suffering. Globally.

ok, back to my adventures in Amazon, because I had a great month, I treated myself to my other passion which is reading and buying books. So I popped onto Amazon and bought two books:

Back of the Napkin by Dan Roam and Actionable Strategies by Stephen Bonham.

DON’T KNOW what went wrong on Amazon, but anyway it turned out I placed duplicate orders on BOTH books – I think it is a glitch/bug – because I had no idea I had done so UNTIL…. I received 2 copies of Back of the Napkin.

Then – 3 weeks later, I received a customer survey from Amazon asking me to rate the sellers… and to my horror, I found that my account had also showed as ordering 2 copies of Actionable Strategies.

So I email Elmnobooks and say, I hope you will refund me, because this was a mistake. Within hours, the reply came – a real person – who said – yes, we figured that you might have done that and we had emailed you back in February double checking whether or not you really meant to do this.

As I said, February was a great month… meaning busy busy busy, so I didn’t read all my email thoroughly and I had missed their email.

So they said, they were processing a refund.

Now, I often buy used books on Amazon being more interest in reading the content and am indifferent to whether the beauty of the book has been sullied by other hands.

So I don’t recognize the Used book dealers. But I will recognize Elmnobooks in future and will buy from them on any other occasion I see their name because I appreciate the human intelligence that they have shown.

So bottom line: A Tale of 2 sellers:

1 dumb – saw duplicate order, shipped both
1 smart – Elmnobooks

Take care of yourself.
– remember put the oxygen mask on yourself before helping others with theirs.

When you earn trust, the force is with you

Mei Lin

Mei Lin Fung
Institute of Service Organization Excellence, Inc.
Mei Lin Fung, www.isoe.com blogs on ebCEM – evidence-based Customer Experience Management. The Service Leadership Transformation Program developed in an innovative public private partnership with Avaya and Oklahoma State University received the Phillip Crosby Golden Medallion in 27. Her curriculum has been implemented by Microsoft Telesales in China, and Johnson and Johnson in Asia. She designed the first US Department of Labor approved Contact Center Apprenticeship Program in Oklahoma. Blog: Learning to Earn Customer Trust by Mei Lin Fung


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