Customer Relations Issue, Your Response Is Appreciated

[Epitome]

Most of you know me pretty well. I always bend over backwards to handle the relatively rare problem we have with an order from a customer. Recently, I've had one that I will run past you all and do whatever the general consensus is. The goal is always complete customer satisfaction but I think I have been very fair. A customer placed a pre-order for 5 cars back in October. The order was charged and shipped in mid-January, however, we made a mistake and charged for the 5 but only shipped 1. He contacted us and explained what we had done, so I checked the records and saw that he was indeed correct. This was some weeks later and he expressed that he wasn't really sure he still wanted the remaining cars. Feeling awful for a mistake like this (it was me who did it, not an employee), I offered him one of the $110 cars for free if he kept the order intact. He said he would prefer to get one of our Drag GNs for free (69.99), so I further offered a free GN Drag Trailer ($50) to keep the value of the original offer intact. He seemed happily surprised by my offer and agreed. 20 days or so after receiving these cars he emailed me saying he needed money for something else and that he wanted to send the cars back. We are constantly battling collectible investors in this industry, who buy quantity and then return them if they don't think the item has increased in value. Hence, we have a stated 10 day return policy and an industry standard 15% restock fee (to deter this) if we decide to to accept items back after that period. I explained this policy to him and he emailed me back very upset saying he'd keep the cars, but that he didn't want to do business with us anymore. Just to try and keep good relations, I offered him $50 back or a $60 item for free, but only received a less than nice email from his brother that declined the money or free item. Have I done enough in good faith as a person in business or do I need to suck up the costs of his indecision and allow the return? Put yourself in my place and I will follow what the consensus is. Thanks

 

[DCVING 6]

In my opinion, you did more than enough to settle for your mistake. What if you had shipped all 5 when you were supposed to. Would he have returned them later because he needed some cash?

If he was aware of your return policy, and was infact trying to return items after the specified period, it doesn't really matter whether the original order got goofed a bit.

 

[Geoff87]

I agree with Glen. I'd say that you more than made up for your error.

BTW, I placed my order via phone today for a drag GN and a trailer....

Just one of each please......

 

[NastyGn]

Speaking of Drag GN's Can some one give me a link to get one?

I posted a pre order way back when so they would send one and have never heard anything.

thanks

 

[Geoff87]

Here you go Neal....

Drag GN

 

[FlyinGN]

there are always 2 sides to each story and Im *sure* that his side is different but.. if what you told us is 100% correct you did MORE then you should have helping this guy.. You don't need customers like that. Good job .. I wish more business owners were like you..

 

[Randy Greenoe]

I think you went above and beyond! I would have been very happy with a deal like that! You are a vendor not his own personel banker.

 

[bruce]

Do what lets you sleep well at night, and you've done the right thing. It seems there's an ever increasing percentage of idiots populating the earth, and they're never happy.

 

[Epitome]

All correspondence was via email, so no he said/she said going on, it's all in black and white. The only thing I can think of that was left out was that in his last email he said his brother had also placed an order for the same cars and was neither charged nor shipped. We lost our entire database in the fall last year, but still had all the hard copies. A small number of people didn't get charged or shipped some items. We made sure to keep extras aside at a discounted rate to make up for the loss of the orders. This did not effect Drag GN orders. Because I believe this made us look screw ups I emailed his brother (who had never contacted me) and offered him a steep discount if he still wanted the cars and told him I was shipping him a free $50 GN Drag Trailer regardless for the mistake. This is what prompted his brother to email me with the not so nice email.
As a last note, when you click "Submit" to place an order on our website a printable order confirmation page appears, if you don't print it, that's ok, but that does confirm that we received your order. Thanks for all the replies, keep them coming

 

[strikeeagle]

Well, as Donald Trump says, "You're fired!"

You broke your contract with the customer by not shipping him the 5 units he was charged for.

After breaking your contract, you made matters worse by offering the customer a chinese menu of options. Bad form. The only options should have been:

A. Shipping the 4 units immediately.
B. Not shipping the 4 units, and crediting his charge for the 4 units and any related shipping/handling charges immediately.

Lastly, due to your mistakes and inattention, the whole deal took FOREVER. Nobody wants to wait FOREVER for their stuff - they want it NOW. Dragging your feet invites change and dissatisfaction. You sent roses on February 15th, and lost the girl.

I appreciate you wanted to preserve the original deal (I expect you make plenty on this tin), but that could have been handled by crediting the guy's charge some amount (you pick it) were he to choose option A. That's the carrot. That is, unless it offends your principles, or jeopardizes your pricing structure.

Now, you probably don't like this advice, but it's free, considered, and presents a different perspective from the masses.

These kinds of things jump up and bite us now and then to remind us we're not as smart as we think we are, there are as many perspectives as people, and even if someone's perspective seems misguided to you, it doesn't to him, so it has at least that much validity. It short, these things keeps us humble.

 

[Black Car]

strikeeagle is somewhat correct.
The original deal or contract wasn't fulfilled. People make mistakes. Epitome admitted to that.
He then offers a new deal with compensation to amend for his admitted error (not shipping, making the guy wait forever).
The buyer now has been presented with an option; accept the new/modified contract or request to cancel the balance of the original contract.

The choice is his and his along.

He did accept the new/modified contract (with compensation).
That ends the original contract.
Epitome then fulfills the contract, end of deal.

Any returns, must abide by the stated 10 day return policy and an industry standard 15% restock fee terms of the contract.

That is my thoughts on the matter.

Gary

 

[Epitome]

Yes StrikeEagle, you are correct. He was immediately offered a full refund, no questions asked. There was no "chinese menu" of options as you stated. He was also offered the free stuff to make up for the mistake and keep the original order which would ship immediately, this is what he chose.

 

[strikeeagle]

Well, Epi, then the only thing you might have done better is offered him a small charge credit, and not merchandise. Merchandise just clouds the matter.

Example. Ever stand behind a Mom and child in a fast food line? Little Johnny has no idea what he wants, and Mom isn't helping. Meanwhile, you're on your lunch hour and...

Bear in mind there are lots of very intelligent folks in this world who can't decide between chocolate and vanilla. Not only are you not offending them by deciding for them, you're doing them a favor - they'll get their cone before it melts.

 

[Epitome]

I did offer a small charge credit ($50), after he had already received the $120 in free goods, just to try and make him happy. This would have created a net loss on our side, but I wanted him to be satisfied.

 

[strikeeagle]

I think you went overboard, taking a loss. That is, unless there was some perceived value to you (principle, reputation, future business, etc.).

Don't assume that people will stop asking for things, because some won't. Sometimes you just have to draw a line in the sand. Sure, the guy hasn't asked for your first-born, yet, but it shouldn't take that know when things are getting off track.

You are left to ponder what you might have done better, not least of which is getting the order right in the first place. Now you know why companies spend millions of dollars on quality programs like Six Sigma. Even the smallest mistakes can have profound consequences. It's the old, But for a ___, the kingdom was lost." I'm sure you have better things to do than spend your time on this. What's your time worth?

The moral of the story is don't make the mistake in the first place. Not easy to do, or is it???

 

[Epitome]

I believe that getting the order right the first time for every customer is a paramount goal for any good, reputable company, however, even the best never reach this goal completely. What separates the winners from the pack is aggressive intervention and satisfying the customer beyond their expectations. This is what we try and do, hence the immediate credit/return offer or free $110 car and the $50 cash return offer. We are a principled company that people can try to take advantage of if we are not careful (as you said). My feeling is that we bent over backwards and that this particular customer won't be happy with us no matter what. I have kicked around the idea of just reversing the entire agreement he made, but I'm sure he'd find something else to be unhappy with us about. Remember, he states there is now nothing wrong with his order, he is just faced with some unforseen costs elsewhere and is having some buyers remorse. I offered a process to handle that instead of walking away, but he is still unhappy with that offer.

 

[PNYKLR]

I think you went above and beyond Epitome - like everytime I call on the phone and bug you or ask questions you are more then accomodating -

 

[strikeeagle]

Hey Epi, sounds like you did everything you could. However, don't forget, had you been able to give this guy his 5 cars way back when, his financial situation might not have changed.

Or, as I like to put it, if you work in the billing department of a hospice, you'd better move your azz, because once your patient passes, he or she won't be writing any checks.

 

[Epitome]

There is no arguing the mistake Strikeeagle, I made it for sure. I then tried my best to make up for it and we came to an agreement that he was very satisfied with. I don't think he would argue this point. Our disagreement is about the appropriate amount of time that elapses before an agreement can come undone with relatively no consequence for a reason that is outside a problem with our service or product (ie, buyer's remorse).

 

[84GNPILE]

You made a mistake.You then offered excellent customer service by giving said customer more than one option to make up for your mistake.He made his choice that would make him the happiest.Now you are being asked to take your product back and send the original cash amount back to this customer.

You then have:
1. overstock of your product (O.K. if fast moving,otherwise not)
2. loss of money in freight charges for 2 shipments
3. loss in the refunding the original cash amount

Sorry, but F@#$ Him!

The deal was done when he accepted the options you offered him.

But wait, You then offer EXTRAORDINARY customer service by even entertaining the idea of giving this schmo $50 or a $70 free item and he turns around and lets his Schmo Bro send you a nasty Reply for your more than generous offer?

F-Him!,F-Him!,F-Him!,F-Him!,F-Him!

I wish more companies had 1/2 the customer service you've shown.

Don't lose a minutes sleep over this A-Hole!I wouldn't want this guy as a customer anyway.