While it is common to assume that all customers are out to get you, and so if there is an issue between you and a customer they must be lying or trying to steal or cheat the system somehow. But 99.99% of the time, they are just trying to get what they have been promised themselves. Just because they report an envelope never arrived, does not necessarily mean they are lying about it. The problem very well could be you, or it could be some third party thing outside of both yours and the customer's control. It is a very sad place to be if your initial reaction to a customer having some sort of issue is that it cannot possibly be your fault so they must either be dumb or malicious. These are the people you are serving. It's not you versus them, it's you and them versus all the things keeping you from serving them. Treat every customer as if they have value, just like your cards.
"If you make sales to get customers, rather than get customers to make sales...
You make the customer the goal."
~Alex Hormozi
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