Lightburn

Recently I received an email from one of my favorite companies, Netflix. Here is what the email said:

I didn’t even know there was a problem! I hadn’t noticed that my recent batch of DVDs was late, but knowing that Netflix was taking care of it put me at ease before I even became upset.

Our current proof-of-concept site, Cooper Safety Supply, is going to take a page from the Netflix playbook. Occasionally, Cooper runs into issues with items being out of stock. This is a problem because it causes orders not to ship on time. In the past, we would wait for an angry customer to call wondering where their order is. Now, we are going to begin sending them emails (similar to this one) letting them know that there is a problem and we’re working on it.

It is far easier to keep a customer happy when they are never upset to begin with. What a great idea.