“Every problem has a gift for you in its hands.” – Richard Bach
I got a new printer this week. One of my clients sent it to me. He’s been a client for close to 9 years now. He’s been a friend for 12.
After unpacking the printer, I hooked it up to my PC. I put in the toner cartridge. And proceeded to run a print test (see the picture on the right).
My first thought was, “the toner cartridge is bad.” So I replaced the toner cartridge with a backup. Same results.
Next, I think it’s the printer driver. So I update the driver. Same results. Hmmm.
So I e-mailed my friend. He ships me a new printer within 24 hours. I opened the door where you put the toner and I found a loose part. I found the same loose part in the first printer.
Since these are refurbished printers, I thought whoever packed the first printer made a mistake. Now I know better.
So I shoot my friend another e-mail. He refers me to Thomas, their technical support guy. Thomas walks me through how to install the part. Now everything works perfectly.
How does this help you dominate your space on the web?
Right after I got off the phone I thought, “they need to make a video on how to fix this and put it on their blog and on YouTube.”
Why do you ask? Well if you keep reading, I’ll tell you…
First, if this happened to me twice you know it’s happened to almost anyone who’s bought this printer. You know my customer’s competitors shipped printers with this issue.
One of the first things I did when my printer didn’t work was Google my problem. I wanted to see if there was an easy solution online. I didn’t want to look like an idiot to my friend when I called about the printer not working.
If my customer had a video on YouTube and a blog entry about the issue, I would have found it. Solved the problem and eliminated a phone call. It would’ve eliminated the hassle and cost of shipping me a replacement a printer.
And here’s the kicker . . .
If a couple of competitors did this to their customers, do you think they would’ve resolved the issue as easily? What if the competitors’ customers found the solution and how easy it was to find my client’s business? Who do you think would be the “big dog” online after this experience?
You got it. Problems = Opportunity or “Probortunity”
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