Quote:
Originally Posted by Mr. Flopnuts
I haven't read the whole thread, but I would do whatever it took to make her happy. You've already admitted it was a colossal **** up. Previous customer or not, a great opportunity got squandered because of an employee's mistake. I would explain the whole situation to her, and your cost just so she knows how hard you tried to make it right. I would also fire the employee over it. It may have been one mistake, but it was one that is costing you a lot of money. In bad pub as well as out of pocket expense to make that customer happy. You can't afford having those kind of liabilities around. Just my .02.
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Some customers will not be happy period. It isn't worth hemorrhaging out money and firing an employee over it. If the employee doesn't learn from the mistake, by all means fire her. He would be better suited to step the customer service of their shop up a notch and make sure all his current customers are 100% happy. 10 good reviews counteract the 1 negative review. The general public isn't completely stupid, they can siphon through reviews and understand there will usually be a couple negative reviews, as long as the good outweighs the bad, he will be fine.