• Andrés Cruciani

How Amazon Fixes Customer Relation Problems (or, The Only Way to Be Heard These Days Is to Tweet)



Well, Andrés Cruciani here again, and yesterday I had to contact Amazon because the paperback sales weren't showing on our KDP page. There's something really weird about contacting such a giant monstrosity as Amazon. It feels like you're looking up at the night sky and trying to talk to some distant star there. You know it's there (something has to be there) but is it really? Or has the star gone dead, and I'm just talking to an illusion, a picture of what was. Anyway, if you dig around a little, there is a mechanism for contacting Amazon, but they don't send you a proof of receipt, so you could potentially write them hundreds of times before hearing anything back.


So, I wrote them two days ago, wrote them again yesterday, and still not satisfied, resorted to what seems like all companies are responding to these days because of the fear of negative press going viral: I tweeted at them (KDP, actually).


Well, it wasn't long before they responded (I emailed/tweeted them in the morning, they got back to me last night), and, frankly, their response wasn't horrible. Again, though, what makes it frustrating is that they don't have a method for acknowledging that you reached out to them. Imagine that you went to a manager because, say, they overcharged you $100 at a restaurant, and the manager looks at you but says nothing, not one word, seems, in fact, to look past you. And they turn away and head into some room. Maybe the manager is solving your problem, but couldn't they just say, "Yes, I hear you. I'm working on it."


Anyway, the problem is now solved: huzzah! :) Both ebook and paperback sales are showing, and I figured I would share them with you. (Oh, also wanted to tell you "how" they fixed it. They sent an email essentially saying, "We looked, and there is no problem," and when I looked at our sales chart again, it was true: there was no longer a problem. Genius customer relations strategy.)


Now, this is not typically something a company does (especially a publishing company), but I wanted to give you, the reader, an idea of just how nascent this company is.


Our goal for THE FATHER is to sell 10,000 copies. 10,000 is considered an okay number for a traditional publisher. But, after 10 days, we're at 95 (even lower yesterday before the paperback sales showed). Now, one way to look at it is, "Hey, you almost sold 100 copies! Great!" But, the truth is, I was expecting higher sales by this point even just by advertising to (the dreaded) friends and family. I was expecting to have at least 200, maybe even 300 by this point. And a whole bunch more reviews too (we're at 16).


But, as I keep telling you, dear reader, this is all a work in progress, so there's much to be done and much to learn. Over the next few weeks, we'll be focusing on the following:

So, let's say that we spend a couple of months on those things. After that, it'll be time for the next book. Then, learning from our mistakes, we repeat (with another book of mine) and do it all better!


Andrés Cruciani is the founder of Toho Publishing. He’s a writer, editor, and teacher, and we’re publishing his first novel! You can join him on Facebook, Twitter, Medium, YouTube, and Instagram.


 

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