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An Apology: Speaking Authentically from the Heart |
| By:Liz Strauss on Sun 29 Jun 2008 9:07 AM under Communication |
Recently, I launched my new eBook. It was a thrilling, and at times frustrating, learning experience for me. Help from experts I knew was only available in bits at a time. I struggled through most of the process alone.
Naturally I didn’t get every step just right. A fabulous designer/coder, who helped me put together the landing page integration with paypal, and I got too clever in how we set up the download and how we named the file. The result was that folks didn’t realize the paypal button led to the download file. Some folks waited in vain for a few hours looking for an email link they assumed would come.
When a kind customer pointed out that she paid, but received no eBook, I not only fixed problem — set it up with the email link instead — but checked the entire process again. That’s when I found out that folks were also getting the unedited version of the file.
I wrote to each buyer personally from my own desktop and checked all the details as I sent off each individual email. The note said this:
Hi Xxxx,
It would be so easy not to write this message. It would also be the wrong thing.After the paypal problem with the download, I did what every publisher does and checked the whole system again. I found more. The files that went out were the wrong ones. The ebook you got has errors. I’m embarrassed and kicking myself, because I’m better than that.
I often say, “The first time you do anything there’s a problem hiding inside of it. Be prepared and overcheck things.” I should follow my own advice more often.
I had to write because you paid for the quality product and that’s what you should have. The correct link is attached.
I’m sorry it took so many tries to get it to you.
In return for your time and patience on this, I’d like to offer you a free half-hour consult on your blog or blog writing. Just email me back if you’d like to do that.
Smiles,
Liz
What happened next was a wonder!
Several replies came back to me with words like these
That’s okay! I understand how those things happen. I do them too.
Now I’m meeting with a calendar of folks that are telling me about their blogs, what they do, and what their problems are.
Wow! Seems like I won all around. It always amazes me, the connections we make when we speak authentically from the heart.
Liz
Dianna Says:
Thanks for sharing. I have been in a similar situation.
Liz Strauss Says:
Thanks Dianna,
Many folks have been great about the situation. It was wonderful to meet such lovely people that way.