Wednesday, April 13, 2022

First Bad Review: What We Do Next?

Bad reviews are going to happen and we at Escanaba Polo Mallet Co don't shy from learning. Updating our Amazon listing I noticed there was a low review (1 out of 5 stars). To my horror I also noticed they posted video!!!! Within that video was a broken shaft right next to the head. The best approach is to tackle the problem by acknowledging there are things that can be done. 

We can learn a little something about customer complaints and what they mean......

We have an upset customer! Something wasn't right and the customer felt a little disappointed with the value. We should keep in mind that customers pay for products and they expect a certain quality when receiving those products. 

You can find the listing and video on our Amazon post HERE. Apparently when he took his first swing it broke. Unless he hit a rock I would suspect the shaft was already compromised in some way. To improve service and quality you have to do a little internal research. 

In our case we had a broken shaft. You can see from the video that it is broken right at the head. We want customers to receive the quality they expect so evaluate our options to tackle the problem. 

1. It could have been defective when we built it.

2. It could have been damaged during shipping.

3. Could have been damaged at customers location.

Since we can't control what happens at the customers location we do have some control over our quality and in some cases our shipping. Focusing on what we have control over makes sense. 

This is what we did.......

1.) adjusted packaging to include additional padding.

2.) quality inspect every mallet before shipping.

3.) send a customer an email thank you message that lets them know we return items they are unhappy with. 

4.) see if we can track back the customer and "make it right" for them. With luck maybe we can have the video removed. Fingers crossed! Will let you know....

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