Please bear with me. I wanted to write about something else today, but I’m steamed – and it fits the mandate of this newsletter – so I can’t.
It all started with a blocked sink.
When the very competent, 10/10-would-call-again plumber was over, he mentioned the brand he’d recommend if we ever decide to replace our wobbly kitchen faucet.
After he left, my can’t-let-it-go research phase started. Within a day or two, I’d found The One and ordered it from Amazon.
Did I order from that one seller with the great discount? I did. And yes, I see it now.
When the package arrived, it was in an unbranded box, with an unbranded instruction pamphlet (outside the box) written exclusively in Mandarin.
As you might expect, it was not the Delta faucet I researched and ordered.
Now, I’m in the jumping-through-hoops-to-get-justice part of my journey, which I don’t love. I will say that, at least so far, Amazon has my back, getting involved and pressuring the seller.
This morning I got this offer: “We’ll give you a 40% discount, and you keep it.”
And that’s what’s got me steamed.
I’m living through some strong feelings about a brand (and not being duped, but put that aside). I don’t just want a kitchen faucet, I want that kitchen faucet. That model, from that brand, and absolutely nothing else will do.
Which is exactly how, as business owners and marketers, we need to make our customers and clients feel (but in a good way).
The best route? Being recommended by experts for your reputation for quality work.
Floodgates open,
James
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