1. Tell me about a time you solved a pain point for customers.

Leadership Principle: Customer Obsession

Story: OneDrop

• Situation: A customer received poor-quality jerseys from my dropshipping company, OneDrop.
• Task: I needed to resolve the issue to retain their trust.
• Action: I replaced the order at a financial loss and implemented strict quality checks.
• Result: The customer was satisfied, and we achieved a 40% reorder rate.

2. Tell me about a time when you had to deal with a very difficult customer.

Leadership Principle: Customer Obsession

Story: Kapture - Orient Travels

• Situation: Orient Travels was unhappy with delays in delivering their dashboard.
• Task: I needed to regain their trust and deliver the dashboard within 2 weeks.
• Action: I used Retool to build the UI, broke the project into 3 phases, and communicated clearly with the client.
• Result: The dashboard was delivered in 8 days, and the $75K contract was secured.

3. Describe a situation when you negotiated a win-win.

Leadership Principle: Customer Obsession

Story: Kapture - Orient Travels