Wednesday, 22 April 2015

Would You Buy A Used Book from This Man?

Or 'How Not to Do a Customer Follow-Up"

My wife recently bought a book from a fellow dealer on AbeBooks.  Yesterday she got the following e-mail:
We're just checking in to see if you received your order (XXXX) fom XXXX.  If your order hasn't blessed your mailbox yet please let us know.

If you haven't received your order or are less than 108.8% satisfied, please reply to this message. We aim to flabbergast our customers with impeccable service so do let us know if we haven't achieved this in your case. . 
Humbly Yours,
Believe it or not, I've improved the formatting of the message.

I'm a believer in customer care and getting feedback, but this is just WRONG!


  1. 108.8% - he doesn't give himself much margin for error, does he?

    1. It's just so specific. What if she was only 107.6% happy?