Gratitude Jars and Adopting a Customer Service Policy: EP004

Gratipreneurs is a show about our family’s journey to build a business based on gratitude and fight cystic fibrosis. Each week we’ll share our experiences on entrepreneurship and teaching kids how to start a t-shirt apparel business, living a more mindful and simple life, and, most important, how to be more genuinely grateful and joyful. Of course, we’ll also touch on homeschooling and homesteading since that’s central to our lifestyle.

In this episode of Gratipreneurs we discuss:

  • How and why to use a gratitude jar.
  • The benefits of gratitude jars vs. gratitude journals.
  • How we use our gratitude tree
  • and more

Writing next to the Gratitude Tree

We appreciate your support at and helping us to fight cystic fibrosis. Thanks for tuning in and enjoy the episode!

Podcast Transcript
A Slightly "Less than Perfect" Transcript

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We have talked a lot about gratitude journaling. I have been working in mine. Did you write in yours? Yeah. Daddy, did you write?

I did write in mind. Two days in a row last week, as I said last week, and then I missed the next five days. And this week I went, Oh, for seven houses. Oh, for seven, you think

00 kind of a grade would you give him zero a big zero a fail? Well fail the test. And now you’re being kicked out of school. The problem is, is just like last week, the gratitude journals way over there. It’s 20 feet away. So you didn’t even move it? Not only did he not write in it, he didn’t even move it. You should have moved it on the PML. Yes, silly. Actually, as you know, yesterday, our internet went down. Like it always does that here in the country. So I went over there last night to get my gratitude journal to write in it. But my Kindle was on top of it. So I just pick up the catalyst started reading and


time, next time, put the Kindle under it. Okay, I would say that gratitude journaling is not daddy’s thing.

Like, I’m sorry to say but but I did. But I did enjoy. I was grateful for the Kindle.

Lucky to say though, there are lots of ways to practice gratitude. So we’re going to spend some time exploring all the different ways. And this is going to start sort of a series. So each week we can discuss a different way of practicing gratitude. And some of these ideas I got on a list from a website called positive psychology. So you can check that out if you want more information. But what we’re going to talk about this week since gratitude journaling is not working for daddy, how about this idea? A gratitude jar? What as long as it’s not 20 feet away?

What do you think? What would a gratitude jar be like? Hey, I think like, objects I’m grateful for inside and will write in written papers for things I can’t touch. Oh, yeah. So a gratitude jar. What I’m thinking is if you got a mason jar, you know, like the jars that we use for canning food that we grow in the garden and stuff. So you get a mason jar, and decorate it, make it beautiful, however you want, let’s stickers and things. Yeah, whatever looks good to you. And then put that jar in a place where you can see it very easily. And then whenever you’re grateful for something, just write it on a little note and stick it in the jar. You think you could handle that? That? Well, you know,

so amazing how, how is a gratitude jar? any different from our gratitude tree? Why don’t you describe for like, you know, people who are out there, what our gratitude tree is like, you just put tape on them and

put the tape on a piece of paper and just line it up. So we painted last year, we painted a tree on the wall in my office, right. And it was a tree that we drew with branches, but there’s nothing on the tree. So then we cut out all these colored different pieces of paper, we’ve got yellow and green and orange paper that we cut in the shape of leaves, right? So when we did that, every Friday morning, when you and I are doing our homeschool, we write each of us will write like what we’re feeling grateful for that time. And then we tape it, and then we splat it onto the wall. Like it’s flying off the tree. Right? But isn’t that the same? Like as a gratitude jar? It No. Now it can’t be because you tape it not? Yeah. But it’s the same idea that you have little pieces of paper yours on the tree are shaped like leaves.

Or little toys. Yeah, if you had something small enough a little toy, you could fit in the jar, you could. So it’s the same idea that you know, whenever you have a passing moment of gratitude, you can write it down and put it somewhere. But what do you think the benefit is of having a gratitude jar versus writing in a gratitude journal? Why could one be considered better for a person than another?

Can I just go ahead and give up?

I pass

just like you did on the gratitude journal easy. What do you think? Do you have any ideas on why a jar might be better than journal? because well, if you forget to write in the journal, but a jar is better because you can take it anywhere. A journal however, can rip or a jar can only break it’s harder to break a jar and then ripping paper. Okay, interesting ideas. So what I was thinking, the good thing about a gratitude jar is is that it’s a visual reminder of how many things you have to be grateful for because

Imagine you just made the jar, it’s gonna start off empty, right? Well, what if by the end of the week, you had so many little notes or little toys in there, that now it’s one fourths full. And then by the end of the next week, now it’s helpful. And maybe by the end of the month, you have a full jar. And it’s a visual reminder, every time you see it, of all the things you have in your life, to feel grateful about overflowing with gratitude. And the other thing that I thought was good about it is that a jar, like you kind of said, me, you can put it somewhere, you can move it somewhere where you can see it. And it’s something that other people can see also. So if you have a jar out on your table, or you know, maybe it’s a centerpiece in your home somewhere, everyone in your family can see it, anyone who comes over to your house can see it, and it might start a conversation. What if they see your beautifully decorated jar? And they say, Hey, what’s that, and you start talking to them about how you practice gratitude and all the things that you’re grateful for. I only spoke exactly, it’s like you blowing on a dandelion and spraying the seeds all around the globe, you got it, it’s a good metaphor, well, actually, to a gratitude jar is a lot easier to share, make it a family gratitude jar, versus a journal, right? So like, you know, we could have a gratitude jar, and any of us could put something in there when we wanted to vote grateful. And then if we were going to grandma’s house for Thanksgiving, we could take our gratitude jar with us slap that down on the table right next to the turkey, and say, Okay, now we can all write in there. Everybody add to the jar. So a journal is something that’s really much more private, but a jar. The benefits I see is that not only does it give you something to see how grateful you are, but it also lets other people be a part of it. So So another way to practice gratitude, gratitude jar. Yeah, it’s not going to work for me. But if you put one like downstairs on the kitchen counter, and there’s paper beside it, you know, that’s the kind of thing that I might occasionally do. What if I put a jar of m&ms next to it and make a rule every time you put a gratitude note in the jar, you get an m&m, well, then the gratitude in the m&m jar would empty fast.

You would have a new jar available for gratitude again, I think every note would say grateful for m&ms.

Dark chocolate. Yeah. Exactly. Grateful for mom nearly holding her computer. So false. Yeah, but she’s gonna drop that laptop. I’m being careful. No, it might tip over fall on the floor. Okay. Good job noticing that I’ll hold it tight. Put it on the floor. So it’s safe. She’s okay. We can trust her. No, no, I want to say that. She’s okay.

Alright, so another thing that I want to talk about, that I did this past week was, I found out that there are some quizzes online that lets you see how grateful you are. And I took one it was on it was the greater good at Berkeley quiz. So you can check that out, they have different quizzes, and one of them is a quiz to let you know how grateful you are. So at first, before I started, I was like, I’m gonna Ace this, who needs a quiz to let them know how grateful they are? Right? And sure enough, there were a lot of questions that I didn’t even have to think about, like, although I don’t have everything I want. I am thankful for what I have. Yeah, yeah, I mean, pretty much everybody’s gonna say that, right? Or I remind myself how fortunate I am to have the privileges and opportunities I have encountered in life. I do those things. I tell myself all the time how fortunate I am. But I was shocked by the end of taking the quiz, that there were things that I completely take for granted. Do you know what that means to take something for granted? Like, you don’t really want them like you want them but like you don’t

you want grateful for? Well, do you think you’re going to get food today? Why do you think that? Because I usually do. So you’re taking it for granted that we’ll have food in the house. And you don’t have to worry about that. Right? So you’re assuming that something’s just gonna keep happening, because it’s always happened, right? Okay, so you’re taking it for granted. And you’re in by the way, you’re right, we’ll feed you.

And that’s a normal thing. I mean, humans have so many things on their minds, and so many things that happen in their day, that at some point, you just have to take for granted that some things are going to happen. I mean, you’re going to take for granted that your heart is going to beat and you’re going to be able to breathe and you’re going to be able to wake up right? I mean, what if your mind was occupied with that stuff? And you were always worried like, Oh my goodness, is my heart going to take the next beat? You can never think about anything else, right?

Remember, what about Bob?

I worry about diseases so I have trouble touching things.

I have a real big problem moving.

What if my heart stops beating?

What if I’m looking for a bathroom? I can’t find it. And

my bladder explodes. Alright,

So you have to take some things in life for granted, I guess. But, you know, you also can stop and be grateful for things that you take for granted every now and then, as a reminder that, yeah, we might expect those things to happen, but we can still be grateful for them. So one of the questions that this quiz asked me, it said, I feel very grateful for my degree of physical health. So physical health is how healthy you are, you know, so do you ever stop and say, Wow, I’m really grateful that my legs made me run today. I mean, what if they couldn’t write? Or? I mean, do you ever stop and really say, I’m really grateful that I didn’t get any kind of colds or sicknesses last winter? I mean, some kinds of things we just sort of take for granted. I guess, I kind of think it. I don’t really know.

I rarely think that I mean, because I’m not sure I get the value. Understand. Yeah, I guess I thought we’re taking the gratitude test out of Berkeley that would have flunked me or something. I don’t know who they are. Anyway, it’s to tell me whether I feel grateful or not? Well, it’s just the point, I think of the test is just for you to sort of gauge gauge how grateful how much time you spend, or how much thought you give to being grateful of whether or not you’re just a naturally grateful person or something. And, you know, I kind of thought it was silly at first, but I’m glad I took it because it did show me areas where I sort of am feeling entitled. And that’s not the way that I want to be I want to stop instead and be grateful for things. So like one question said, I reflect on how fortunate I am to have basic things in life like food, clothing, and shelter. So like, you amaze you. Were just saying, Do you ever stop and say, Wow, I’m really grateful. I’m gonna be able to have lunch today. Yeah, we do every, every Friday, I’ll talk to me about those basic things that people take for granted. And and we talk about how there are parts of the world where there are lots and lots of people who don’t have access to clean water, and how it’s the kind of thing that we really shouldn’t take for granted. You know, we watch documentaries on this right? Maybe I’ve showed you before, there are people out there that don’t even have access to clean water. It’s a horrible, horrible thing. So yeah, I don’t lose sight of that stuff. I can honestly say that I don’t write in my gratitude journal. But I don’t think there’s a day that goes by that. I’m not grateful for things like that. And you better. Did you know that I’m grateful that dad is a n u t. Not? How am I not?

Because you ate that today? Why does it make you grateful, but he’s not. Because it

I’m grateful that she’s silly, and she’s grateful to be silly, and then we can play like that. Okay, but now back to more serious matters. Oh, more serious matters. So one more thing that this gratitude test or quiz made me think about is that there was a section of questions that by the time I was done answering them, I almost felt guilty. And I started to think, is there a right and a wrong way to be grateful? So let me give you an example. One of the questions said, I think of people who are less fortunate than I am to help me feel more satisfied with my own circumstances.

And I thought, gee, should we really be thinking about how unfortunate some people are just to make us feel better about how fortunate we are? Is that right, Is that wrong?

Which I kind of like that question. I don’t think there’s a trick question. I think that actually is appropriate.

You seem to disagree, I still up in the air about it. Well, for example, let’s say that, you know, if you even if you use it just as a way to frame something for someone a frame of reference, let’s say I’m talking to Maisie, and you know, Maisie is not feeling grateful, because she doesn’t have a new toy she wants or whatever type of thing. And I can say, you know, I can paint the picture for her. There are a lot of people who don’t have anything, or when I was a kid, well, back when I was a kid, we played with sticks. You know, it wasn’t like that, you know, so and so that way it allows her to understand that Wait a minute, there are people who have nothing, so I should be grateful that I have my scruff or love to play with or something like that. What do you want? Say me? Well, did you know that next week on

Tuesday, I’m actually getting a vet ambulance and I’m so grateful. You too are able to get it from

you. Yes. Your reading goal.

Your money for now. You had to chart and every time you read you had to mark off another space and you filled up the whole chart and your reward is a new toy. It’s been going on for months. Yeah. So what almost he almost died a year. What book did you finish reading to earn the goal to put you over the top I stink book. And then I think three stink

Two and a half stink books. Yeah, it’s been going on for a few months. So you read a couple books. So you’re not telling people the books think you mean Judy moody. That kind of stuff. No stink book. Yeah. Judy Moody’s brother. Yeah, brother. Okay. Nothing two books. Thanks. Okay. Got it. So, you know, to me, Liz, I mean, you know, I don’t, you don’t necessarily want to look at someone and go, Well, they have a bad you know, you know, at least I have a better than them. But I think it’s a good way to frame things that a lot of times, let’s say that someone is not depressed. But let’s say they’re feeling down or whatever. Sometimes being able to frame something like that allows you to pull yourself back to a center of gratitude. I think it does, yeah. And so you know, that’s why I have so up in the air about it, because I felt guilty to like, I don’t want to be only grateful for things because other people don’t have them, I should be grateful just because it’s, you know, it’s wonderful to have whatever it is that I’m grateful for. And ideally, we want everybody to have things, you know, we don’t want to be better than someone else. We don’t want to have clean water, someone else not have clean water, we want us all to have clean water. Sure. So the other thought that I had was expressing your gratitude that way in terms of how much luckier you are than other people couldn’t actually make you be a more compassionate person. And so I, I looked up this study, it’s I got it from a book called the gratitude project. And it’s filled with all kinds of research about gratitude. But there was one study by Robert Emmons and his other colleagues, and it says that it was published in motivation and emotion, which is a psychology journal. So if you want more information, I’m sure you could read about it there. But basically, what they found was that kids who are more grateful at age 10, end up doing more pro social activities at age 14, and pro social activities are things that help other people. So like volunteering your time giving, helping those less fortunate and stuff like that. So now I’m wondering, well, if we do compare ourselves to those less fortunate, and that is how we figure out what we’re grateful for. Maybe it does bring the idea of helping people to the forefront of our mind, and it makes us become more pro social. So I can see both sides of it. But I did feel guilty when I when I was reading the question. When I see someone less fortunate than myself, I realized how lucky I am. I mean, maybe I do, but somehow that made me feel guilty.

I think I know what you mean, Mom, I think I know why you feel guilty, because you’re more fortunate in that person, and you want to help that person. Right. So maybe thinking that way would inspire me or anyone else who feels like that to be more helpful and to be more giving. So maybe it’s not such a bad thing? Yeah, I think your first reaction would be one of compassion, that you want to be helpful to the people. But I think later when you’re trying to be your time to contemplate gratitude, you’re able to then think, well, I’m really fortunate that my family doesn’t have that situation. That doesn’t mean that you don’t want to be compassionate and help however you can there. But it is okay to say I’m really I’m very happy that we have clean water. Right. And so that that study by Emmons and his colleagues, it made me feel a little bit better, not quite so guilty, because maybe it’ll inspire me to be more pro social. But it also told me that teaching kids gratitude from a young age is going to help make a difference in the world. Because if we get the young kids you know, 10 year olds to be more grateful than their grew and going to grow up to want to help other people and help the world. Well, we got a smiling grateful kid over there. So I think we’re, we’re off to a good start. If we can keep her grounded down. You know what? I’m kinda happy about. Me and daddy should have a blinking. blinking contest. Yeah. Whoever. Wait.

contest. Go.

You blinked.

Dang contest? Go. I know, I was just trying to simplify. So we didn’t have dead space on the staring contest. 321. Okay, so mom.

Anything else on that are? Those are my thoughts? I’m still thinking about, you know, so what do you comment on the gratitude jar?

I like my journal. So I’m happy with that. But I think that a gratitude jar is a great idea for a family. It’s participatory. Well, we, we like our gratitude tree. Right? May. I mean, that’s participatory, we’re not going to take that tree down to grandmother walk down to grandma’s house.

You know, so we’re going out with a big piece of drywall

on the table, but, you know, but I mean, you can see that and I will say this. I mean, to me, I understood your point a couple weeks ago about the gratitude journal about staring at something for 20 seconds about writing it. And I, I do I understand that I think it makes sense and I wouldn’t, I would tend to agree with it. But then it’s closed, you know, unless I open it up again, which demonstrated that I’m not going to do but I get a lot of value and joy out of that gratitude.

Well, wall tree, you know, maybe he’s got a knock over there right beside it we got a little table that we play games at some point. Yeah, imagine if it wasn’t in a little reading nook. But instead it was like the first thing you see when you walk into our house, I would love for that to have been that way. But as you know, I’m the one that painted it on the wall, and I have no artistic ability. So I wasn’t about to. I was about um, that wasn’t about the paint downstairs.

I painted the living room wall, it’s a tree. It’s a new trend in home decor, gratitude tree. But you know, we could do that. I mean, you actually could put, for example, you could put like, we could bring a tree branch in from outside and we could, instead of using tape, instead of using tape, we could use a string to hang leaves from it. I like that idea. Wait, wait, I just, I just got brainstorm. What if we painted another tree in my room, and then we put like sticks from outside and glue them on the wall and or nail them and then it’ll look like an actual tree and the branches are coming out of the wall. So it looks like the tree is real. Let’s fill the house with gratitude tree. Love it or not that tree can also have shells on it like Well, you could write on shells what you’re grateful for Shell. Oh, I thought you said shells. A shelter. You would be cool to that right? Yeah, but shell like ornaments on a Christmas tree shells. Like, grab two trees and places where I can put like little stuffed animals. And we can like make little nukes in the wall in the tree that looks like it’s in the tree, but really is in the wall and then put my stuffed animals in that deep little look. So it looks like the raccoon or something even a little hole, I think you might just need to move deep into the forest. I think you’d be happy there. Well, speaking of spreading this gratitude, let’s move on to a quick business lesson because we only had a few minutes left in the episode. And you know, we every week we’re going to talk about business to help you not only learn about business, but for you to participate with us and help us figure out how to build the cells. I actually got a good idea for this. I thought we could create a shirt. Since we all know that mom’s grandmother’s birthday is coming up. Well, mom’s mom and grandmother, right? Yeah, my grandma is my grandma’s birthday is coming up. I thought maybe we could give her a shirt that says grateful for my grandma. I love that I knew. And I certainly hope that she doesn’t listen to this podcast, because then she just heard what her presence is gonna be.

So hopefully she is a tuning Grandma, if you’re listening, you’re muffit your mother grandma.

But let’s talk about business for just a second. Because so far in the last few months, here’s what we’ve done. Remember, we came up with the idea for a business, right? And then we wrote a business plan. Remember, walk you through how to do that. And then we came up with a name for the company. And then we designed a logo, which we talked about. So as we get closer to launching the business now we have our website up, we’ve had a few orders. So you know, we’re live now a gratitude grog calm. One of things I want to talk to you about this week is this idea of customer service. Because every business really should decide what their policy is going to be about customer service. Now, what do you think I mean by customer service?

Like I bought i mean is what is your philosophy towards how you’re going to treat customers? And what are you what are your policies about how you’re going to treat customers, for example, you might have a policy about can they return shirts when they buy them? Or do they have can they get their money back as they buy so they can or those kinds of things. get their money back if they don’t want the shirt. Now, now, well, let’s not make that specific decision yet. What I want to talk about is what our overarching philosophy is. Now the way I want to frame this for you is this a few days ago, we have how many dogs do we have?

Sorry, in which one is the most annoying worst dog? Oh, subjective.

The cat no Alfie. So we

why young? You know better. Okay. But a few days ago, we had to take this old man to the vet. Right. Right. Okay. And here’s what happened. The vet rejected him.

rejected him. But Mom, why don’t you describe for us the experience that I want you to tell me about your perception of that vets customer service? Well, he only has to go to the vet once a year. And so it’s been quite a while since we brought him and it’s been since before the pandemic started. So I called and made an appointment. And just like no man, no appointment, no big deal. And then we show up there and I see a sign on the door that says you can’t come in, please call this number. So I call the

Number and they say, Okay, we’ll let you know when we have a room ready. So we’re waiting in the car. And 20 minutes later, even though we had an appointment, someone comes out and knocks on the window and says, Why? Why is he here? And I said, well for a checkup and he needs his yearly rabies shot. Okay. Does he need bloodwork done? Well, I don’t know, I’m not the vet. I mean, I made the appointment, you should know what he needs. So I’m getting really frustrated and aggravated now because they’re late. And they don’t seem like they really know what they’re doing. And then she says, Okay, well, we’ll figure it out. And she comes over to take him out of the car, and leave me there. And I said, Well, I want to come in with him. And she said, No, you can’t. And I guess it’s because of the pandemic. They’re not letting anyone in. But no one told me that, and I don’t know why I can’t go in. And I didn’t want to send him in because they didn’t seem like they really knew what he was doing. So I said, Well, I don’t want to do that. And she says, Okay, then, and she just kind of walked away. And that’s it. And he didn’t get an appointment. He didn’t get a shot. And I was like, well, thanks for no help. And obviously, it’s not because of the pandemic, because you can go into a doctor’s office, he recently went to a dentist to have your teeth cleaned. You know, we can go into any store without a mask, for goodness sake. It’s, you know, a year after the pandemic, so it’s got nothing to do with that. And then what she said to you is, no, you can’t come in, and you said, What? You no one can come and she goes well, only if we’re euthanizing the animals. So for example, your point was, Oh, I see. If you’re euthanizing a pet, then I won’t spread COVID or something. But if you’re actually taking my dog in for bloodwork a rabies shot, then I might I mean, it made no sense whatsoever. Okay, well, we can digress on, you know, the proper way to handle COVID, and whatever. But the thing was, is that the customer service that I felt was just terrible, she was not helpful. She was not compassionate. She didn’t seem knowledgeable. And I decided I never want to go back to that bet again, right. And a few days later, they call and they called and they said, Oh, we just call him to check how your dogs are.

And kill the podcast what you said, though, I wasn’t super grateful. And I said, Please don’t call me again. I don’t want to go to your

thing, the real thing sweet pea. Hey,

call around buster. Mom said I said we had an appointment yesterday, it did not go well. I do not want your service anymore. Please take me off your list and never contact me again. Right. But maybe the lesson here? Is that be grateful? No, that’s not the the lesson here? Well, here’s what happened. Let’s say that. Well, first of all, let’s let’s go up and defend veterinarians for a second. Well, you know, we didn’t like being 20 minutes late, you know, because we had an appointment. But we understand that sometimes they have emergencies, or things that come up that they’ve got to do they work really hard. Yeah. Like, like, what happens if a dog has a broken leg, or something. So we understand those kinds of things. And we don’t know what was going on inside. So so we understand that issue. But and I did help myself calm down after being so frustrated by saying to myself, okay, turn this feeling around and see what you can be grateful for. And I said, I’m grateful that our dog doesn’t have an emergency and that I don’t, you know, have any reason that I have to take him to the vet today. And I’m also grateful that the vets are there, if there was an emergency that I could count on them. And then I come down, and I felt better, right? But maybe, you know, the person who came out to the car to see the dog wasn’t the vet is someone who worked there. Now the vet is usually the person who goes to school spends hundreds of 1000s of dollars to get a degree so they can become a vet, and then as to spend a lot of money to start that business, right, because they have to buy all the equipment there, they have to pay all the people to be there. And they have that physical building there to pay for, don’t they? So imagine the person who owns the building to build the business, the vet is in there somewhere, doesn’t know that there’s customers out there who just had a very bad experience. And now these customers not only are not going to come back again, they’re actually going to go on a podcast and say bad things about them, although they’re not going to mention the name of the vet. But you know, so that’s, that’s what happened from a customer service point of view. What that vet could do as a business owner is say, wait a minute, I want to put in place a customer service policy, here’s my policy, and I’m going to train my employees, if anybody is dissatisfied, because they can’t come in or anything else, whatever. Let me know about that. Or here’s how we can help them. Or here’s how we can explain that. And by the way, we need to communicate that on the phone in advance before they come so that their expectations are set properly. Right, that kind of thing. So part of what we need to do with gratitude garb is we need to think about what our customer service policy is. Here’s an example. You know how we have shirts that are specific for cystic fibrosis, right? We had a customer a couple weeks ago, who really liked one of our shirts that we have for adults, but there wasn’t one for kids that matched it. And she sent me an email and said, Do you have one of these for kids? And I said, No, we don’t but it’d be no problem for me to create one for you if you want one. And she said that would be great.

She wanted her for a kid of a certain size. So I took the graphic from that shirt. I went over and created a new shirt. It took me if you know a little bit of time to do, but it wasn’t a big deal to do. It took like 20 or 30 minutes. Yeah. And then I and then I listed it for sale on our website. And then I took a link from that, and I sent send it to her and said, If you decide you want this, here’s one that matches the adult. And she was really grateful for that. Now, of course, then she ended up buying both of those, and she had those. But what do you think that person now might go tell other people about us?

They’re great, because

they actually

created this shirt for me because that they didn’t have it. And they asked me if they wanted to, if I wanted them to make a new shirt, like create a new shirt and things for Mike, they would say they get great customer service didn’t. And so as a philosophy, that’s what we want. That doesn’t mean that you can always do everything for a customer. There’s an old saying that I learned in business a long time ago, a long time ago, people would always say the customer is always right. And that’s not true. The customer is not always right. Sometimes you get customer who asked for ridiculous things and make ridiculous demands. But you do go out of your way to make customers happy and do everything you can to make a customer happy. As long as you can do that, then you do that. Here’s an example for customers and always right, let’s say that we sold a shirt to a customer. And the customer a year later came back and said they didn’t like the shirt, I want to get my money back. Would that make sense to do? No doesn’t take them. Even Amazon wouldn’t do that. Right? Amazon gives you a certain period of time. So on our website, we say here’s what our policy is we write it on the website for 30 days, or whatever it may be. And then you have that time to do that. So that’s an example of that. So what we want to do in our business is have a consistent customer service policy to do everything we can to not only make sure our customers are satisfied, but to make sure they’re delighted with their experience with us. And that’s what I was trying to do with it. Sure. Does that make sense? Yeah. Are we delighted with the vet?

We’re in the market for a new vet. Yeah. I hate that that because she dejected, even though she might say that’s another situation where maybe the customer wasn’t right. I will take some blame there. I was being a bit ornery. No, maybe. But the attitude customer service can come from an attitude as well. So even if the customer is not right, and even if you do have to give them you know, news that they’re not wanting to hear, you can do it in such a way where they can leave feeling like, well, maybe I didn’t get what I wanted. But the people tried or you know, the people did seem to care the people were grateful, you know that I was trying to meet a customer, whether it worked out or not, they can still leave with a positive feeling. What do you want to say? I wanted to say the reason they rejected him is because he is cute.

Well, I think I think the mistakes that they may were these number one on the phone, when mom made the appointment, they should have set the expectation that, hey, we’re delighted to help your pet, but you won’t be able to come in. So she knew right away. That’s the biggest mistake they made. Number two, they should have been way more understanding when they were talking to us in the car and explaining why our policy was what it was, rather than say you can’t come in, which is all we got. There was no explanation. There was no you can come in if you have a mask on. There’s no business I know of anywhere that you can’t come in if you have a mask on. But they didn’t say that you they just said you can’t come in. So I think they made two mistakes with that makes sense, right? Yeah. And I think those mistakes were a big fluke. Okay, so we’re going to do better with gratitude garb, right. All right. We’re gonna take customer service seriously, and we’re going to do everything we can to make customers happy.

Okay, so I guess it’s time to wrap it up. We’ve had enough in this episode. Yep. Okay. All right. Well, until next time,



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