“A satisfied customer is the best business strategy of all.” – Michael LeBoeuf
When it comes to best business practice, having happy customers as a goal is unbeatable and automatically blows the competition out of the water i.e. meaning you will not have competition because your focus will be set on what you can give, not on what you can get.
When that is your vision, you cannot fail because you will pursue excellence and continue to be innovative in your service. When your bottom line is adding value to your customers they will automatically add value to your bottom line of fulfilment of purpose and of course financial rewards.
With book arbitrage we see our goal as sourcing great quality used books at great prices for our customers. We insist on selling only really good quality used books and return any books that don’t meet that criteria back to the sellers.
We pay extra to have our books checked for quality and improve and upgrade them where possible so that our customers enjoy a better quality book and experience. We enjoy phenomenal partnerships with our book prep centres who are as dedicated to great service as we are.
We strive to deliver the best we can at all times. Even when sometimes things go wrong outside of our power. For instance, just yesterday an unhappy customer contacted us to complain quite rightly that they had paid extra to have their book delivered with next day shipping.
It did not arrive on time. They asked to be reimbursed for the additional shipping. We promptly reimbursed them not only with the additional shipping but also with the cost of the book with our compliments. We value the experience our customers have with our store.
It’s probably safe to assume that this customer may return at a later date and choose our store over another, however, for us, knocking the ball out of the park as a standard operating procedure ensures that excellence is our modus operandi and that we are delivering on our commitment.
“Try not to become a man of success, but rather try to become a man of value.” ~ Albert Einstein.
Having a higher vision for our book store makes these decisions easy and automatic. The cost of the book for us in this instance is minuscule compared with a happy customer. We are in charge of what we deliver. Period.
Having this approach has ensured that not only are our customers happy, but we enjoy a great quality of life because every day we are involved in a business that is of value and service to others which is thriving. What price can we put on that?
The bottom line is, having happy customers is our rock star approach to the delivery of service and results in our lives. Our store is growing and so are our ideas on how we can best serve. That’s thriving in our book!
Next, I will discuss the power of being surrounded by others who are striving to be the best in their lives too and how that inspires us to reach higher with our goals – business and personal.