Rule #7 - Follow the Golden Rule With Your Customers and They Will Reward with Even More Gold
Do Unto Others As You Would Have Them Do Unto You - The Golden Rule
At least that's the version I was taught in Sunday school way back when. I explain it to my customer support team a only little differently. I tell them, "When you are in doubt how to respond to a customer, ask yourself this, 'If this were my problem what resolution would please me so much that I'd tell my family and friends what a great company I just dealt with?'"
I’m a middle man. So is every other retailer. We buy stuff from people who produce and we sell to people who consume. I don’t own any business real estate. I don’t have any patents or secret technologies. Because, so far, I sell exclusively on the internet, I don’t even have a physical store or a warehouse of my own. Nonetheless, The Immortalitea Company has value. It has value because we do possess one very important asset, your trust and continued patronage.
That’s it. That’s the only thing of value we have. I am deeply grateful for that trust. I wake up every day determined to continue earning that trust. That means delivering and over-delivering what we promise and treating our customers the way we would like to be treated. We don’t always succeed. Once in a while we lose a customer. But we try hard every day and we improve every day.
We read and respond to every email and every phone call. I answer a lot of them myself. Many of you have asked questions or given feedback and heard from me personally.
We have a no-questions-asked money back guarantee. If you are not happy with one of our teas for any reason within 60 days of purchase, we will return your money in full. Why is it 60 days? Because that’s the longest our credit card company will allow for us to do a full return. Once in a while we will call to ask why someone asked for a return, but it is NOT because we want to question your request. In most cases we have refunded your purchase BEFORE calling. We call so we can find out what we did wrong and improve in the future.
In the USA and Canada, shipping is free on orders over $25. Most of the time we ship using USPS Priority Mail so as to minimize shipping delays. If your order gets lost we’ll do our best to help you track it down. If we can’t, we replace it at no cost to you.
We appreciate your loyalty. Every purchase you make from us is rewarded with Loyalty Points. You can use those points exactly like cash on our site. Currently that equates to 10% back on every order.
I'll continue adding to this list as we dream up new ways to make you experience shopping with us the best possible. If you have any suggestions for what else we can do to improve. I want to hear it. My personal email is firstname.lastname@example.org.