“People Over Profit”
When Liberty Bottleworks co-founder Ryan Clark saw an angry review from a customer who complained she was unable to speak to anyone over a weekend, he responded straight away. But instead of using the customer is always right line, Mr Clark defended his staff’s right to uninterrupted family time over the weekends and at holidays.
The response clearly hit a chord with customers and fans of Liberty Bottle, an all-American produced product that hires Vets to help with its work. Liberty’s Facebook page received more than 10,000 new likes and orders nearly doubled from the previous month.
Co-founder Tim Andis defended his company’s customer service hours. ‘You’re competing against people like Google who have live support 24 hours a day. Being a small manufacturer we’re not going to have live support 24 hours a day.’ Mr Clark was pleasantly shocked by the interest in his company after the response, telling Yakima Herald: ‘You can’t trade that for a bottle. You can’t trade that for 100 bottles. You can’t trade that at all.’ He added: ‘We have this silly belief that you can do well by doing good. To see the number of people reaffirm [the idea] is kind of a neat thing.’