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Bonjour Millionaire, 

I love to watch a brand popup. I sit on my couch and screenshot it and it's a really nice tradition. 

Form is popping up in LA right now and if I could describe the popup (as someone who is attending from her couch and watching it unfold on social), I would describe it as FRIENDLY. As welcoming. As grateful. As happy to be there. 

The brand brings such a good energy and tactically, they don't miss any shots on goal. Like the bio update with the store hours. Like showing the BTS and the founders nervous to go. Like the on-street signage and huge billboards. 

It's all very friendly and detailed and never too cool. 

Was this email forwarded to you?

ON THIS EPISODE OF GO-TO-MILLIONS 

Tonight we'll discuss a life lesson brought to us by Artipoppe. That life lesson, summarized, is to give people options when things go wrong. 

Here's what happened when my husband wrote customer service about our broken carrier that we used 1x before it broke (a black elastic snapped and said black elastic is critical.) 

I was touched by this solve - send it to a seamstress and we'll cover it. 

 
Would the #1 best option for me (as the customer) be for them to ship me a new one and I return my old, broken 1? Yes. Yes that would be ideal.
 
But is refunding the seamstress classy in its own way? Yes. Do I feel like fighting for my solve (the return it and give me a non-broken 1)? No. Because I know I can go to a seamstress and they will pay for it and that's a pretty elegant solution.
 
THERE ARE 3 OPTIONS ALWAYS IN CUSTOMER SERVICE. 1. WHAT'S GOOD FOR THE BRAND. 2. WHAT'S GOOD FOR THE CUSTOMER. 3. WHAT MAKES THE CUSTOMER HAPPY BUT DOESN'T HURT THE P&L AT SCALE. In this scenario, I'm good to take option 3. Sometimes I fight for option 2 as a customer. Sometimes I provide option 2 as a brand. 
 
But today Artipoppe won (got to have option 3) and I'm good with it, as their customer.

AND, IMPORTANTLY, the brand's response came within 24-hours of when we wrote in. Was it an instant response? Honestly, no. It wasn't within a few hours. But, it was within the day and it looked handwritten. Was it handwritten? Honestly, probably not. But it felt thoughtful and we didn't wait a long time. Had we been given this solve after 2-days, I can assure you I would have an entirely different energy about this.

When you get there quickly enough, you have more control!! 

Nobody asked, but these are really popular in my house right now. We 1st discovered them back in our SnackNation days and we are sooooooooo back.

Yours,

Ari 

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