Right, so, there have been some Developments.
When I posted my previous entry about Bedrock, I also tweeted it at them hoping to get some kind of reaction. Sure enough, a couple days later, I got a message on Facebook from the manager of the Washington Avenue store. To call it an abject apology would be to understate things by several orders of magnitude. John Scalzi has, somewhat famously, attempted to quantify what makes a good apology, and the Bedrock manager hit all the right notes.
I made a mistake, plain and simple. There is no store policy or company policy about having a phone number for having a box, it is just a requirement that I prefer we have. I like being able to reach people directly concerning any issues with the box. I set your form off to the side, again my decision, making a terrible assumption about when you would next be in the store. I incorrectly assumed you would be in the next week or the week after, I would then get the phone number and then enter the information in our system and get everything started. This, obviously, did not happen. I read your review on your blog and your anger is well justified. I should have reached out to you via email. Especially considering I deemed the phone number so important, but, in all honesty, did not even consider that. Again, this is all my fault and my responsibility, not an indictment of Bedrock City comics.
He doesn’t stutter or prevaricate; he takes full responsibility, and then comes the kicker: if I’d give them another shot, they’ll supply any issues I missed on their dime, even if they have to go to other dealers to do it.
Yeah, I can do that.
I had a bit of business travel last week, but yesterday Mrs Heathen and I went into Bedrock again and met with this manager. We gathered what they had of my pulls in house, plus another trade or two, and took inventory of what I needed that they didn’t have yet. Turns out I haven’t missed many issues after all, which is nice. Nicer still, the missing ones are from big-print-run Marvel books, so finding them will be trivial for Bedrock. (I should have them later this week, actually.) We started over, more or less, and I left there feeling good about the shop and about Eric the manager in particular, which is a long way from where I was on May 25. He didn’t have to reach out to me at all; that took actual guts and integrity, and he deserves praise for having the stones to do it. Moreover, they certainly didn’t have to comp my entire pile yesterday, which rang to the tune of $40 or $50. But they did, to make up for the hassle, and that’s how you recover when you fuck up.
That’s the lesson here, really. Every business will make mistakes, even good ones run with the best of intentions. The trick is all in how you recover, and Bedrock (and Eric) nailed the recovery in a way that’s really only happened to me one other time.
Nearly two decades ago, something similar happened to me with a car detailing shop: they lost my car key, and since it was a Porsche I’d bought used, it was the only one I had. Before I could even say a word, though, they were outlining how they’d fix it. Obviously, they’d pay for my replacement key. But also I’d have the use of the owner’s truck for the duration. They’d guard my car — it couldn’t be moved or locked without the key — until a key showed up from Porsche America, which turned out to be about 72 hours. And after it was all over, they’d clean up the various rock dings on the front air dam of the car for free, which I never would’ve done because it was about $500 worth of work. Ask me now: have I ever used another detailing shop? Nope.
It’s early yet, but right about now my bet’s that I’ll be buying comics at Bedrock for a long time, too.