Rabbit in the Road Anniversary Freebie Giveaway: The Customer Is Not Always Right, But Is Most Important


You get a Rabbit and you get a Rabbit and WE ALL GET RABBITS! YEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEAH!*
*Oprah totally did not read this book, does not endorse it, and probably has no clue what it is. But photoshop hilarity is fun.

This weekend is the 1 year anniversary of Rabbit in the Road being released (specifically, October the 14th)! Because of that, I thought it would make good sense for us to come out of our hidey-holes and talk and do some fun stuff!  I decided that the best course of action would be to… give it to you guys for free again all weekend! That’s right, same as before. No catches, no funny stuff. Just go grab it and enjoy it (and by the way, I’ve already seen what it looks like on the Kindle Fire HD; it looks FANTASTIC).

But there’s more! We also decided to drop the price of the paperback PERMANENTLY to $9.99! Wow!

But wait! THERE’S MORE! In the vein of having a nice, fun conversation with  friends and fans alike, I’m having a 100% open to the public BSery session on facebook. You can find it RIGHT HERE. Yep, just jump on over there and yammer away, ask whatever you’d like. I promise I don’t bite; I’m just a little weird, is all. But DO be civil; I won’t have all kinds of shenanigans runnin’ amok!

Okay, now with all my typical silliness out of the way, I figured for today’s post I would actually talk about one of my favorite topics again, and something that I’ve learned a great deal about over the past year: Customer service. Here’s the top things I’ve learned in the past year as an independent author that might be helpful to you, in the future:

  • Take care of your customers. Don’t shut them out, let them IN. THEY are the ones who are excited about what you do. They’re the ones that are going to talk about your product more than anyone else on the planet, possibly including yourself.
  • Don’t screw your customers over. For whatever reason, they came to you and invested in your product because they feel like they can trust you. They’ve given you their money, which is quite literally the equivalent of their time, of which we all have a limited quantity. Respect that shit. After all, YOU are someone else’s customer in some way, shape, or form. Treat your own customers like you would want to be treated as one.
  • If you’re going to make a decision that might step on a whole bunch of toes? Just ask them first. Your fanbase will be, strangely enough, INCREDIBLY honest with you if you given them the opportunity. And why? Because they DO have something to lose: Their time.
  • Keep your most dedicated and loyal customers on the inside track. If you’re going to do something cool? Let them know first. They absolutely HATE being the last to find out about what you’re working on or a deal, and if it wasn’t for them, you probably wouldn’t be in that advantageous position in the first place. Take care of them, and they will sing your praises for a long time to come.
  • Listen to your customers. You don’t have to agree with them, or even implement a single thing that they suggest, or want. But you DO have to acknowledge their concerns. Something as simple as, “I hear what you’re saying and I’m noting it down” goes a long way. Nobody likes shouting into a void.
  • Sometimes, you’re going to have to take a short-term loss for a long-term gain. It’s worth it to go out of your way to take care of ONE customer (in this case, “the needs of the many outweigh the needs of the few” does not apply). It shows them that the individual, and their experience with your product, MATTERS TO YOU. True, it’s impossible to please every single customer. But no one is going to fault you for at least trying to the best of your ability.

~Oliver

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