Dealing with customer (dis)satisfaction is something much older than you think.
This tablet written in cuneiform contains a letter with the complaint of Nanni (a client) about the treatment that the businessman Ea-Nasir (from Ur) gave him. Literally a message on a tablet!
It was written almost 4,000 years ago! This is the worst of all client complaints that this businessman received, but the excavations in what was once his house revealed shelves full of other complaints...
Nanni wrote a complaint to Ea-Nasir that might as well be on Amazon. Or eBay. An excellent example of attrition.
“Tell Ea-nasir: Nanni sends the following message:
When you came, you said to me the following: “I will give Gimil-Sin (when he comes) fine quality copper ingots.” You left then but you did not do what you promised me. You put ingots which were not good before my representative Sit-Sin and said: “If you want to take them, take them; if you do not want to take them, go away!”
What do you take me for, to treat somebody like me with such contempt? I have sent as representatives good men like ourselves to collect the bag with my money deposited with you, but you have treated me with contempt by sending them back to me empty-handed several times, through enemy territory. Is there anyone among the merchants who trade with Telmun who has treated me in this way? You treated my representative with contempt! On account of that one insignificant silver mina* which I owe you you feel free to speak in such a way, while I have given to the palace on your behalf 1,080 pounds of copper, and Umi-Abum has likewise given 1,080 pounds of copper, besides what we both have had written on a sealed tablet to be kept in the temple of Samas.
And this is how you have retributed me for that copper? You have withheld my money bag from me in enemy territory; it is now up to you to restitute my money to me in full.
Let it be known that, from now on, I will not accept here any copper from you that is not of fine quality. I shall, from now on, select and take the ingots individually to my own property, and I shall exercise against you my right of rejection because you have treated me with contempt."
*NT: mina = currency type/unit of measurement
Ouch, that hurt.
Ea-Nasir had shelves full of data about his clients. But without Analytics, his CRM had feet of clay.
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Text of the letter, in English: http://www.lettersofnote.com/2016/07/what-do-you-take-me-for.html
MMore information: https://www.forbes.com/sites/kristinakillgrove/2018/05/11/meet-the-worst-businessman-of-the-18th-century/#39bf74832d5d