A few weeks ago, a customer placed an order for hand sanitizer from a small online business. The organization emailed her shortly afterwards telling her that the sanitizer was ready to ship, but that, to their surprise, the top of the bottle was a flip top rather than the advertised push top.  Apparently, they weren’t aware that the type of bottle top had been changed by their supplier.

The customer told me that she didn’t even remember what type of bottle top had been advertised, but that she was impressed the company reached out to let her know.  The business said that they could ship the bottles out immediately to her if she was ok with the different bottle top or if not, they would ship it out as soon as they could switch it out for a push top.

Because of this incident, the customer planned on placing future orders with this business as she believed that if they were transparent about a bottle top, they could and would be transparent about anything.

Each customer transaction is an opportunity to show a customer who you are as an organization – your ethics as well as your quality of service.