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Old 07-18-2013, 09:03 PM  
NewChief NewChief is offline
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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.
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Old 07-18-2013, 09:31 PM   #16
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Old 07-18-2013, 09:32 PM   #17
NewChief NewChief is offline
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Quote:
Originally Posted by DeezNutz View Post
And your employee just got put on watch. Really, that's the individual who truly screwed the pooch on this one.

From the customer's perspective, you can see how waiting for several additional weeks contributed to an already stressful situation, since some people go bat shit crazy over weddings when it's really just a ****ing party. But, whatever.
Yeah. We've discussed the issue with the employee and implemented some new procedures to prevent future ****ups.

And the customer's stress is absolutely understandable.
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Old 07-18-2013, 09:33 PM   #18
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Old 07-18-2013, 09:35 PM   #19
NewChief NewChief is offline
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Ironically, we had an even bigger ****up about the same time (noticing a trend here? Hah) that could have ruined some people's wedding. This problem led to immense amounts of stress for us and the customers. That situation ended with these customers taking to social media to praise how far above and beyond we went to rectify the situation.
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Old 07-18-2013, 09:35 PM   #20
DeezNutz DeezNutz is offline
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Quote:
Originally Posted by NewChief View Post
Yeah. We've discussed the issue with the employee and implemented some new procedures to prevent future ****ups.

And the customer's stress is absolutely understandable.
So this might be a blessing in disguise, actually. Yeah, some bullshit went on Facebook, apparently, but if that's the worst thing that happens, and as a result your business is now stronger...cool.
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Old 07-18-2013, 09:36 PM   #21
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Quote:
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That's no shit. There is a notorious person in our town. We've had two incidents with her already, and now she's wanting us to do a major project for her. We are seriously debating turning her down. This person is so bad that we described the first incident to another store owner and the store owner immediately said "I bet that was Customer X."
I have done it several times. I would rather feel bad about losing some money then losing money, adding stress, and possible murder charges.
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Old 07-18-2013, 09:46 PM   #22
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I have done it several times. I would rather feel bad about losing some money then losing money, adding stress, and possible murder charges.
Me too. Hell I told a guy to go elsewhere on a twelve hundred dollar job because he didn't want me to change the oil when I was done.

Said he had just changed it fifteen hundred miles and one blown head gasket ago...
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Old 07-18-2013, 09:49 PM   #23
Phobia Phobia is offline
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Quote:
Originally Posted by NewChief View Post
Ironically, we had an even bigger ****up about the same time (noticing a trend here? Hah) that could have ruined some people's wedding. This problem led to immense amounts of stress for us and the customers. That situation ended with these customers taking to social media to praise how far above and beyond we went to rectify the situation.
Good people understand the dynamics involved with small business. I was supposed to have an intense $7000 shower completed last Friday but some of the very high end valves inside the wall didn't arrive until just this week. Not my fault but it made me look bad. But they understand and continue to refer us and praise the business in social media. She's one of the most meticulously detailed clients I've ever had but I've done about $80k of work on their house in the past 2 years and I know how to keep her calm. They love the finished product and want it done right. The wait is painful but generally worth it.
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Old 07-18-2013, 11:38 PM   #24
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give me her phone number
I'm creepy as ****
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Old 07-18-2013, 11:45 PM   #25
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Old 07-18-2013, 11:54 PM   #26
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give me her phone number
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Old 07-19-2013, 12:48 AM   #27
Jiu Jitsu Jon Jiu Jitsu Jon is offline
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Isn't there an Asian proverb that applies here? Something like " Those who have free seats at a play hiss first"? Is she complaining on your company's facebook page or her own? If it were my page I would just delete her comment. Comments are for paying customers.

Or you could start a rumor that she has herpes.
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Old 07-19-2013, 12:54 AM   #28
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Old 07-19-2013, 01:04 AM   #29
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Quote:
Originally Posted by NewChief View Post
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.
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Old 07-19-2013, 01:36 AM   #30
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