I love waking up to an email from a customer who's experiencing an issue with one of our products, don't you?

No, seriously. At first glance, it might seem like something every business owner dreads. But for us, it's an opportunity—a chance to show what we're really about at Wow-Finds Worldwide. We take pride in delivering high-quality products to our customers, but even more so, we take pride in how we handle things when something doesn’t go as planned. This especially applies to the products we manufacture ourselves at the B&T Pets Kitchen.

This morning I woke up to an email from a first time customer who had purchased our dehydrated boar hearts at a vendor event in the past. They had just got to opening the bag, hoping to leave their pup with a tasty treat they’d never had before, while they stepped out to go to the movies.

Unfortunately there were some suspicious white spots on some of the strips. Frustrated, they didn’t go out and tell the world, they quickly reached out to let us know of the issue – THANK YOU!

This is why I love waking up to an email like that – we were given the opportunity to help make it right, but even more so to ensure that similar things do not happen to others by being aware and investigating the issue.

Some business owners may be thinking, I’d rather wake up to an email expressing how much the pup loved the treat. If handled correctly that email will come, along with so much more.

Here’s a quick timeline of events from this morning:

• Customer submitted their email at 8:45am

• We read their email and immediately responded at 9:32am

• Issue was resolved by 12:30pm with the email below

“Hey Tonya,

I can’t believe how quick you were. I opened the bag today because we are going to a matinee and I wanted to give Lenny something different in his stuffed Kong that he would enjoy so I’m really really thrilled that you could drop them off so fast. It is amazing customer service! The venison jerky which he has never had before, was a five-minute hit wonder! Thanks for the gift.🥰”

Instead of being defensive or dismissive, we see these moments as an opportunity to shine. Our team immediately got to work on a solution. We started by reaching out to the customer to understand the problem in detail and to apologize for any inconvenience caused.

We know that true customer service isn’t just about solving a problem; it's about how you solve it. It's about showing empathy, being responsive, and doing whatever it takes to turn a negative experience into a positive one.

We offered the customer a replacement product and arranged to drop it off (we offer free delivery in and around the London area). We even threw in a little something extra to show our appreciation for letting us know about the issue so that we could resolve it.

The best part? We received the email above, and a few pictures...

We believe that every interaction is an opportunity to build trust, loyalty, and a long-lasting relationship with our customers.

Thank you to all our customers for your support and for giving us the chance to show how much we care. If you ever have an issue with any of our products, please don’t hesitate to reach out. We’re here to help, and we promise to always put you first.