Paleo Plan and Customer Service

Over the past year of running Paleo Plan I’ve encountered just about every possible customer service request imaginable. I’d seen it all. People registering, not liking it, wanting a refund, people needing to change their information, people wanting specific information about this or that, regardless if that is what we offer in our plan or not.

People sometimes need help, and I’ve always felt that in this small, paleo community, I couldn’t afford to not do everything I could to accommodate people, or at least, give them a well-written response on why I couldn’t do something. And like I said, I’d seen it all.

Or so I thought.

Today, I got something that left me literally dumbfounded and at a complete loss for words. I got a piece of mail from a person asking if they could sign up, and if I would call them so they could order. They explained they didn’t have a computer, but wanted to join “Paleo Brands.”

I sat there for a while trying to figure out what to do. This woman had somehow gotten my address, and was hoping to hear back from me with information and meal plans, shopping lists, and recipes.

Every week we make PDFs for the meal plans and recipes, and I could easily print out a few of those and send them to her… but what about the recipes? We only have those online. And if she didn’t have a computer, our meal plans would be worthless.

I thought about printing those out too, but that would honestly take me a few hours to organize, and I just wasn’t quite ready to print out 70-100 recipes plus a few week’s of meal plans and shopping lists, and then send them to her.

After about 20 minutes of just mind-numbing bewilderment, I had an idea. Send her Robb Wolf’s book, The Paleo Solution. It is an amazing source of information, and it has a full month of meal plans and recipes in the back. It’s more than enough to get anyone started, and it is available at Amazon for $13. I probably couldn’t even ship the recipes to her for under that (I’m also on Prime, so I have free shipping).

So, with that, I wrote a little note in the Gift column, ordered the book, and hopefully, provided her with the information she needs.

I’m not sure it’s the best solution, but I felt I wanted to do something, and this seemed to work.

Running a company has taught me a tremendous amount about customer service, and I’ve also had the privilege of finding out how rewarding it can be to hopefully solve someone’s problems in a win-win way. Hopefully, this is one of those cases.

The hand-written letter is shown below.

Notice that she addressed it to HTTP Paleo Brands COM. I spend so much time on the computer each day, I forget that for lots of people in the world, URLs and domain names are confusing.