Quote:
Originally Posted by Trigger Man
By the sounds of it Ian you did a good job handling the situation and I put the blame on the transportation company, however, emails can always be taken wrong, so I would recommend calling a customer that complains to try to rectify the situation, instead of emailing if possible. I owned a bunch of Skateboard/Snowboard shops for 8 years and as you now know customers can be very tough on a business no matter what the business trys to do to rectify the situation, even if it was the customers fault (not saying it was the customers fault in this situation). I always found that contacting the customer with the issue within a certain amount of time to let them vent and then proceeding to contact them a day later after they have calmed down and had time to reflect tended to work best towards figuring out a solution.
In the end the best you can do is take this as a learning experience and hopefully Leah and you can come to a understanding.
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Thanks for the advice I appreciate all of the input. I did not call the customer because the last PM I sent was for her to tell me what didn't make it and what I need to refund her. the very next response was NO RESPONSE other than her first post here. I am proactive but at that point the ball was in her court for what needed to happen next, I left nobody hanging!