It wasn't so good. Gave me more dandruff.
So I rang up, left a message asking for next steps to get a refund.
Got a call from Angie, who was really great. She explained their back story, that their previous formulation never had any complaints, but their current formula had a few complaints similar to mine.
She then asked if I'd be interested in trying the old formulation. Worth a try!
Great customer service is leadership. Angie led me towards a different solution that might just be of more value to me than a cash refund.
The customer can also help. I was my usual friendly self, even though I was making a complaint.
Being nice to people really does make life easier, 90% of the time. And the nicer you are the 90% of the time, the more effective is the 10% when you bring out the big guns :)