Listen to the whole Episode:
I once bought a bike for $7K and they wanted another $3K for a battery. 🙄
🛵 It was a super cool electric motorbike.
The product was shipped to me & didn't work.
The company thankfully replaced it but the return process was definitely not as smooth as it could have been.
But they replaced it so all was good.
and honestly- I LOVED that thing.
It was fun.
I referred 3 people to them within the following months.
My replacement dies before I've had it for a year.
I contacted them trying to get customer service.
After weeks of jumping through hoops, I got a guy to hop on a Zoom with me to help me troubleshoot it.
🔋 It's the battery.
"Oh awesome, will you ship me another battery then?"
"No you'll have to buy it. A battery is $3500".
The bike was still covered under a 2-year warranty and I was expected to cover half the cost of the bike to repair it.
I couldn't refund/return it.
I couldn't get them to honor the warranty.
I couldn't exchange it.
I got mad.
"So what you're really telling me is you don't stand behind your product," I told them.
If you want a business that thrives you need loyal customers.
I won't be buying a battery OR ever again.
I won't recommend them to anyone now.
In fact- if a friend is looking at one- I'll recommend they don't buy it.
As a business owner, your job is to solve customer problems.
If you can get rid of all the roadblocks and simplify your customer's journey with a great product, you'll have raving fans for life.
A raving customer will tell a few people about you, and an unhappy one will tell 10.
Juicy Action Items:
Always leave them "whole" (aka with a good taste in their mouth)
Deliver with excellence and give special things to over-deliver.
Don't cut costs on the customer.
Create clarity on how they interact with your brand.
We're giving you real-life examples and a blueprint for creating a journey that thrills your customers.