Money Customer service issue.

NewChief · 07-18-2013, 09:03 PM

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.

**TribalElder** · 07-18-2013, 09:17 PM

You should sell the customers credit card information to the highest bidder

teach them to bad mouth

really though you should try to make the customer happy. word of mouth can kill a small business

NewChief · 07-18-2013, 09:20 PM

Quote:

Originally Posted by TribalElder

You should sell the customers credit card information to the highest bidder

teach them to bad mouth

really though you should try to make the customer happy. word of mouth can kill a small business

I totally agree, but I'm not sure what would make her happy at this point. I don't want to badger her with some long winded explanation (like I gave you all). We also don't really feel like extending some massive store credit or gift to her because she wasn't really a customer to begin with (she ordered her invites online instead of at our store and only came Into our store because she won the drawing).

**TribalElder** · 07-18-2013, 09:23 PM

Quote:

Originally Posted by NewChief

I totally agree, but I'm not sure what would make her happy at this point. I don't want to badger her with some long winded explanation (like I gave you all). We also don't really feel like extending some massive store credit or gift to her because she wasn't really a customer to begin with (she ordered her invites online instead of at our store and only came Into our store because she won the drawing).

I guess going the extra mile could backfire as suggested. Also letting it go would do the opposite of stoking the fire if you respond and call her a ****ing **tch

**Dave Lane** · 07-19-2013, 01:04 AM

Quote:

Originally Posted by NewChief

I totally agree, but I'm not sure what would make her happy at this point. I don't want to badger her with some long winded explanation (like I gave you all). We also don't really feel like extending some massive store credit or gift to her because she wasn't really a customer to begin with (she ordered her invites online instead of at our store and only came Into our store because she won the drawing).

Ask her, tell her you want to be fair and make things right. See what she says. Maybe another $50 gift card will save the day.

Better than being blasted. JMHO

And from the sound of it, although it was beyond your ability (other than 2 weeks time) it was a pretty huge **** up.

Valiant · 07-19-2013, 09:13 AM

Quote:

Originally Posted by Dave Lane

Ask her, tell her you want to be fair and make things right. See what she says. Maybe another $50 gift card will save the day.

Better than being blasted. JMHO

And from the sound of it, although it was beyond your ability (other than 2 weeks time) it was a pretty huge **** up.

No. That shit always back fires with blackmail or them blasting you anyway.

Delete her comments on your page. If she is not over it already after apology she is trying to scam something.

Do not respond to her anymore.

**notorious** · 07-18-2013, 09:17 PM

Let it go.

**SAUTO** · 07-18-2013, 09:22 PM

Quote:

Originally Posted by notorious

Let it go.

Exactly. You know you did right.
Posted via Mobile Device

**DeezNutz** · 07-18-2013, 09:18 PM

Let it go.

**SAUTO** · 07-18-2013, 09:22 PM

Quote:

Originally Posted by DeezNutz

Let it go.

Exactly. You know you did right.
Posted via Mobile Device

El Jefe · 07-19-2013, 07:07 AM

Quote:

Originally Posted by notorious

Let it go.

Quote:

Originally Posted by DeezNutz

Let it go.

Yep, it isn't worth the hassle. You could probably give her a thousand dollars cash and she still wouldn't be happy. Live and learn. You tried to rectify the situation, you did everything within your power to help remedy the issue. You didn't put blame on someone else, sometimes crap like this happens, and nothing you can do will make the customer happy. Just chalk it up as experience and tighten the straps up so something like this doesn't happen again.

**007** · 07-18-2013, 09:21 PM

going too far to defend our company can backfire on you. This is just one customer. How many happy customers do you have compared to that one bad apple.

**SAUTO** · 07-18-2013, 09:22 PM

Quote:

Originally Posted by Guru

going too far to defend our company can backfire on you. This is just one customer. How many happy customers do you have compared to that one bad apple.

I was going to say this too.
Posted via Mobile Device

NewChief · 07-18-2013, 09:25 PM

Okay. Thanks for the confirmation. We are in a small area and very active on social media, so it hurts to see the bad press there. Still, shit happens and we did our best. Our reputation is solid in the area with the people who count at this point. Still just sucks to get bad publicity.

**notorious** · 07-18-2013, 09:27 PM

You can't please everyone, and if it's a small area then people know who the bad customers are already.

07-18-2013, 09:03 PM	Topic Starter
NewChief In Search of a Life Join Date: Aug 2001 Location: Fayetteville, AR Casino cash: $7280204	Customer service issue. 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.
Posts: 21,845

07-18-2013, 09:17 PM	#2
TribalElder Arrowhead Trail of Tears Join Date: Oct 2012 Location: KansasCity Casino cash: $-469559	You should sell the customers credit card information to the highest bidder teach them to bad mouth really though you should try to make the customer happy. word of mouth can kill a small business __________________ Pressure is a privilege, and champions adjust
Posts: 29,547

07-18-2013, 09:17 PM	#7
notorious Supporter Join Date: May 2005 Location: Who knows? Casino cash: $-754116	Let it go.
Posts: 88,495

07-18-2013, 09:21 PM	#12
007 Shaken. Not stirred. Join Date: Sep 2002 Location: London Casino cash: $12220126 VARSITY	going too far to defend our company can backfire on you. This is just one customer. How many happy customers do you have compared to that one bad apple. __________________ My dear girl, there are some things that just aren’t done. Such as, drinking Dom Perignon ’53 above the temperature of 38 degrees Fahrenheit. That’s just as bad as listening to the Beatles without earmuffs.
Posts: 65,733

07-18-2013, 09:25 PM	#14
NewChief In Search of a Life Join Date: Aug 2001 Location: Fayetteville, AR Casino cash: $7280204	Okay. Thanks for the confirmation. We are in a small area and very active on social media, so it hurts to see the bad press there. Still, shit happens and we did our best. Our reputation is solid in the area with the people who count at this point. Still just sucks to get bad publicity. __________________ In this world of sin and sorrow there is always something to be thankful for; as for me, I rejoice that I am not a Republican. - H. L. Mencken
Posts: 21,845

07-18-2013, 09:27 PM	#15
notorious Supporter Join Date: May 2005 Location: Who knows? Casino cash: $-754116	You can't please everyone, and if it's a small area then people know who the bad customers are already.
Posts: 88,495