“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~ Donald Porter, V.P. British Airways

A few weeks ago, I received notification from the USPS that they had a package that being held for pick-up, with postage due.  I was a bit baffled because, I was not expecting a package. So, off to the Post Office I went, to pick up my package. As I drove to the Post Office, I began to get all excited. I thought “perhaps one of my friends had sent me a little surprise gift.” After all, who doesn’t like a little unexpected gift in the mail?

When I arrived, the postman presented me with the package, with postage due. The return address was not familiar to me – not at all! The address and return label had both been handwritten. I did not recognize the handwriting and there was no company name on the return address – just the street, town, state and zipcode. So, I questioned the validity of whether I was paying postage due for junk mail or for a promotional piece that I did not want anyway.

Now, I was faced with a dilemma, “do I pay for the postage due or not accept the package?” My curiosity got the better of me! I paid the postage due and accepted the package.

When I opened the package, I remembered 8 weeks prior, I had ordered an independent film (DVD). The shipping time took so long that I had completely forgotten I had ordered it.  I also checked my order confirmation and, sure enough, shipping and handling was included in the purchase price. Why then, was there postage due? Not a real great way to attract return buyers, now, is it? I also began to wonder how many other orders this company had shipped that said shipping and handling was included, but there was postage due when the order came? And also, how many other buyers had questioned whether the package was junk mail since the packaging and labeling did not give the appearance of having come from a reputable company?

Being an advocate of “don’t sweat the small stuff” I was happy to get what I had paid for – finally. A little extra postage due, really was  “just small stuff.” But, a quick courtesy call, a quick email or an enclosed note with the order explaining the reason for the additional postage due would have built tremendous good will between customer and company, don’t you think?

In business, small stuff does matter, and don’t let anyone tell you otherwise. Your customers will be the first to tell you it matters.  They will tell you by just going elsewhere!