I got amazing results dealing with Kindle Direct Publishing’s customer service this week. It took a while to get there, but I made sure not to back down, to stay consistently respectful, made sure my communication always asked for their help solving the problem (rather than accusing them of being the problem), and when I opened the sales page for “Happiness as a Second Language” this morning, everything was fixed, and all to my satisfaction. Hooray!
At which point, I did the most important step in the process. I thanked them.
I sent this email:
I was thrilled to go to my page today and see this issue resolved. I
will now start several major promotions of this title, and hopefully
make Amazon a lot of money.
I truly appreciate your efforts and assistance.
Happiness as a Second Language
Almost instantly, I got this reply:
Thank you for letting us know that everything has worked out. We always like to hear from our publishers, and we’re glad you took the time to write to us.
As always, please feel free to contact us should you have future questions or comments. Thanks for your continued interest in Amazon KDP.
Kindle Direct Publishing
Now, I have no way of knowing if they keep files of such things, but I hope they do. I hope next time I have an issue with KDP and have to reach out to them, someone will see a record of a decent customer, willing to work with them to come to a satisfactory resolution, and appreciative of a positive outcome.
And if they don’t keep files like that, no loss. I still did the right thing, and can be happy with how everything turned out.
Never forget, the person on the other end of your email is just that – a person. And it’s just as easy to be nice as to be a raging ass, and generally being nice gets you farther. It’s gotten me upgraded to first class, it’s gotten me to the front of the line, a table in a crowded restaurant, the last seat on a plane, it got the (horrid) woman at our health center to schedule an appointment for me even though my referral hadn’t come in yet.
Nice just works.
Even when it doesn’t, I can tell myself that being a jerk wouldn’t have worked either, and at least this way, I can respect myself in the morning.
(and if you’ve read the book, you know how important that is to my happiness…)