My Apologies to Smashwords
According to Mark Coker’s 2011 in review post, Smashwords has a staff of 13. That’s right: one-three. I had no idea Smashwords is a small business (tiny, really, despite its reach through the powers of the Internet). Now, I feel like a heel for bitching about their slow response and inconsistent review process. I’m so used to dealing with giant corporations with dedicated customer service people in the hundreds who respond to queries and complaints within 2 business days that I feel entitled to that level of service from all companies.
But what did I learn from my little kerfuffle with Smashwords? E-mails to Mark Coker are dealt with very quickly. Even faster than e-mails to Ken Lewis when he was CEO, President, and Chairman of Bank of America. (Yes, I’m one of those people who will go to the top if I get frustrated enough. I’m customer service’s worst nightmare when I feel strongly about something. Actually, maybe not because a business’s worst nightmare is to lose customers without knowing why and being unable to address its issues. As for BofA, it did implement a change, which made many, many of its customers happy, of which I’m still one.)