Customer service issue.

[NewChief]

Okay: my wife has a store (wedding crap). A girl won a raffle and got a $50 gift certificate. She ordered an item from us and spent some other money as well. All good so far.

Our employee went back and forth with producers of item (there is a proofing process) but neglected to give final approve to produce item because she forgot prior to going on vacation and then forgot when she returned from vaction. Thus item was unmade for 2 weeks. We had told customer we would have item for her in two weeks. When we found out item was not approved by employee, we paid rush fee to have item made quickly. Sadly, this all happened around 4th of July and item was not made for 3 More weeks (5 week total). Customer also dropped invites off at store so we could apply item to them for her. We then paid $90 to have item overnighted (mind you the customer paid nothing for item because was won in drawing) when it was made. Unfortunately, item was still not made, and her deadline (and limits of her patience) for sending invites was reached, so she picked them back up and sent without item.

Item arrives next day and she picks it up. She has now bad mouthed our business on Facebook.

Now, initial problem was definitely our mistake. We then went above and beyond, IMO, to try to rectify issue, especially considering we were getting zero money on this transaction.

My question: just let it go? Or should we try to let the customer know the amount we spent trying to rectify situation? We've already apologized repeatedly and offered her husband some free shit when he came to pick up item, which he declined.

[unlurking]

Originally Posted by Phobia

The customer got something for free and these fine folks spent hundreds of dollars getting it right. Even though it took longer, it was free. There's no call to trash them on the internet. It was free.

Assuming you mean there's no call to trash the business, I have to disagree a bit here. As you stated earlier, you run into delays in your business as well, but you are not on such a hard deadline. If homeowner's have to use their guest bath for an extra few weeks, it's an inconvenience. Delays in event oriented businesses are a little more significant and may lead to unsuccessful events. You can always return to fix a problem at one of your customers. Couples can't just redo their weddings.

And regards to the "customer got something free" comment, I really dislike this line of thinking. Businesses don't give away products/services free out of the goodness of their hearts. The business is trading for publicity, marketing, customer reviews, site traffic, store traffic, etc. If the business follows through and actually provides a quality product or service, they will receive a return. If instead they reach behind them and grab some reject out of a garbage bin and hand it to the customer, they should expect a negative return. This is a chance to "show" how good you or your products are. Just because it was free the consumer is supposed to give you a mulligan and assume you are better than shown and recommend you to friends?

I'm with Boise_Chief. Simple and personal. A public response vie social media would be overboard IMO. I think you've done more than enough to attempt to resolve the issue, but a final apology/congratulations I think would be a sincere ending.

I agree with everything you've said, unlurking. But it was free. I tend to give bar owners a little more leeway on $.25 wing night because I happen to know they're selling wings at or below cost. It's a promotion to get people in the seats. Same thing here. I know Newchief's employee screwed up but he went above and beyond to try to resolve the issue. That's all I ever ask. Do your best. I rarely trash any business in public - that's just me.

[SAUTO]

Originally Posted by Phobia

I agree with everything you've said, unlurking. But it was free. I tend to give bar owners a little more leeway on $.25 wing night because I happen to know they're selling wings at or below cost. It's a promotion to get people in the seats. Same thing here. I know Newchief's employee screwed up but he went above and beyond to try to resolve the issue. That's all I ever ask. Do your best. I rarely trash any business in public - that's just me.

this. hell I cant even talk bad about my competitors when they **** up. it would make me feel wrong

[notorious]

Originally Posted by JASONSAUTO

this. hell I cant even talk bad about my competitors when they **** up. it would make me feel wrong

I have the same issue.


I get along pretty damn good with my competitors.

[mcan]

Be proactive. If you have a company blog or want to post something to YELP on her behalf, you should.

A blog post titled something like: "How to handle when you let yourself down" will make you seem human and fair minded.