When you give your money to a company, you are giving them your time that you spent away from your friends and family to earn that money.
You are giving them your trust that they will provide you with the product or service that you are promised at a decent level.
Now maybe I overthink things, but I take the fact of giving and receiving money very seriously.
When I pay for something and it doesn’t work out the way the provider promised, I expect to be heard and the problem attended to straight away and with empathy.
Now, I know it isn’t just me with this expectation.
A lot of people I’ve asked about their experience with various companies have expressed similar views and we all seem to echo the same thought “why can’t they just be straight up with me?”
Without exaggerating, about 8 times out of 10 I will have a less than satisfactory experience with a company.
This tells me that those companies who let us down simply do not care.
Whether it’s spending the most part of an hour on the phone to them being kicked about like a hackey sack, passed from person to person who contradicts their predecessor and goes around in circles not really answering my question to the point where it becomes obvious, they just don’t know.
Or the person you’re dealing with gives you the sass and attitude like you’re being unreasonable for wanting them to get their job done correctly.
Or maybe they have lowkey added in a “surcharge” that you have never had to pay before and they only introduced this to you at the final stages of payment.
Or perhaps you’re left feeling extremely uneasy that the goods will actually arrive.
It comes down to communication.
If these companies just laid everything down on the table, no hidden crap up their sleeves to whip out on you, no hideous jargon designed to confuse you and make you think you don’t know any better than they do (having your intelligence insulted could be the worst actually) if they kept you in the loop at each stage so they aren’t leaving you in the dark (a quick update email takes merely a minute) if they just realised and believed that they wouldn’t have a job without you, the customer, and were grateful for your custom then maybe shit would actually get done well, on time and with respect.
Maybe it’s too much to ask to hold others up to my level of expectation but it’s really not that hard.
I love you guys and I know how crap it feels to be mucked around.
One of the most annoying things about buying online is wanting to return your product but you have to pay for shipping, organise it all yourself and the company hardly bothers to respond to you. It’s your problem not theirs.
If you have a problem with our products I will replace or refund in full at no cost, I’ll organise the courier! That’s my promise to you.
If you ever feel any of these emotions or anything negative at all when dealing with Maverick, I want to know about it. Hell, I need to know about it.
Everyone makes mistakes, I get that. But like they used say at LV Martins “it’s the putting right that counts”.
And that’s what I pledge at Maverick as well.
If you ever have an issue with us or any company, I encourage you to speak up about it.
You’re helping that company so much by speaking up and telling them how it is, just like you want them to be with you. Feedback, good or bad, literally holds its weight in gold and I mean it when I say I love hearing from you guys.
You can make a difference in a company and you can be heard.
Never apologise for having a backbone and keep being you.
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