So being bootstrapping entrepreneurs, we figured that tutoring would be the best way to get some quick cash for food (aka peanut butter, jelly, and bread).  Christian took the lead and landed a physics tutoring job that needed immediate attention.  Unfortunately, Christian was not able to research what his student needed beforehand and his tutoring proved to be useless.  Below is the email thread from our customer:

From: Claudia
Date: Fri, 17 Jul 2009 7:47:36 -0700 (PDT)
To: Christian
I think you should refund the $60. because this time was essentially useless and that would be the right thing for you to do.From: Claudia
Date: Fri, 17 Jul 2009 10:45:36 -0700 (PDT)

On Jul 17, 2009, at 8:43 AM, Christian wrote:
My offer still stands to give a prepared lesson free of charge. I will not return the first payment because of resources and time committed.

-Christian
To: Christian
Subject: Re: tutoring
Very bad choice. You should not tutor anyone

Sent from My I-phone

To say the least, an epic fail.  Instead of Christian getting the praise and recruiting more business for him, we got banned from her entire circle of contacts.  What is learned is that:

1) you get 1 chance for a good impression in business.  This 1 chance can open a world of opportunity or bar you from an entire market.

2) Know your customer and fulfill their needs.

3) If someone wants a refund, give it to them.  A bad product review can cause you to lose 50x more than the refund given.  (exhibit a: http://blogs.wsj.com/wallet/2009/07/02/youve-got-blackmail-the-aol-account-that-wouldnt-die/)
Good to screw up now before it really matters.  But the final lesson is: Mom’s are crazy customers. Don’t get them pissed off.

Tags: Lessons Learned