In the romance novel business,
caring for readers (customers) is key.
There’s a relationship
between
the author (the manufacturer)
and
the reader (the customer).
Authors are selling love.
Customers are buying love.
They not only want to feel it
between the pages
but also with their favorite authors.
“When you care first,
results come later.
Caring first can mean
having customer service people
who answer the phone
without putting customers on hold.
It can mean making
the packaging on your product
easy to open instead of
the plastic death traps we often get.
It can even mean making it easy
for your customers to return a product
even though it may cost you money.
Caring first is the human thing to do,
but it can be an easy thing
to forget in a world
where cut-and-pasted
terms and conditions are easier
and easier to coat
on top of nearly
every customer interaction.”
Caring is a strategic advantage
that smaller companies
can have
over larger companies.
Work that advantage.