There are about a half-dozen things that a good online business must do. One is providing good customer service in a way that doesn’t force you to hire a giant building full of people. This seems easy but is done well fairly rarely. One online merchant that does it well is CDBaby. Here’s the email you get from them when you buy something:
Date: Mon, 17 Nov 2003 15:06:48 -0800
From: CD Baby loves <orders@cdbaby.com>
To: jeffrey
Subject: - Your CD Baby Order! (#358833)
Thanks for your order with CD Baby!
Shipping Address
================
Jeffrey McManus
XXXX Blah St # 999
San Francisco, CA
Qty Description Price Total
=== =========== ===== =====
1 SUSHIROBO: the light-fingered feeling of sus $11.49 $11.49
1 WILLIAMSON: a few things to hear before we a $10.99 $10.99
1 CASINO MANSION: casino mansion $9.96 $9.96
Sub Total $32.44
Shipping $4.00
Grand Total $36.44
Your CDs have been gently taken from our CD Baby shelves with
sterilized contamination-free gloves and placed onto a satin pillow.
A team of 50 employees inspected your CDs and polished them to make
sure they were in the best possible condition before mailing.
Our packing specialist from Japan lit a candle and a hush fell over
the crowd as he put your CDs into the finest gold-lined box that
money can buy.
We all had a wonderful celebration afterwards and the whole party
marched down the street to the post office where the entire town of
Portland waved 'Bon Voyage!' to your package, on its way to you, in
our private CD Baby jet on this day, Monday, November 17th.
I hope you had a wonderful time shopping at CD Baby. We sure did.
Your picture is on our wall as "Customer of the Year". We're all
exhausted but can't wait for you to come back to CDBABY.COM!!
Thank you once again,
Derek Sivers, president, CD Baby
the little CD store with the best new independent music
phone: 1-800-448-6369 email: cdbaby@cdbaby.com
http://www.cdbaby.com
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