Great customer service is about consistency
Couple of years ago at Pothi.com, we were working on a Hindi poetry book. It was a collection of poetry of the father that the son was publishing. It was a very big deal for the son. He had organized a family gathering and book launch in his home town. We were working on a tight schedule but the books were shipped with time remaining on the clock. The book launch was on Tuesday and the consignment reached the client on Saturday afternoon. Shortly afterwards, I received a call from them. Getting a call or an email from the clients after they have received the books is not uncommon. There is something about holding your own printed book in your hands that moves people. It is usually a time to celebrate after the long time spent working on the book. However sometimes, things go wrong. When our clients opened the consignment, shiny new books came out. However on leafing through the pages, they realized that while the cover was of their book, the interior was something entirely di...