digitalbruce
|
posted on January 12, 2007 10:23:40 AM
Sometimes customers shock me. When I am feeling drained (as I was walking in this morning)and I get that one customer that is such a "donkey" on the phone this morning, I am amazed when goodness comes my way! The same "donkey" that I spoke to this morning, who was so nasty on the phone, wrote me this email this morning:
"As an aside, I have been extremely impressed with Brandywine's customer service regarding this process. Many facets of your communication have been superb, but none more pleasantly amazing than when a human being (and a very gracious human at that) answered your phone this morning when I called. She was helpful and efficient (I wish I'd gotten her name so I could heap specific accolades upon her), and Brandywine's communication has been blazingly fast. Thank you very much. You have a loyal future customer, and I will be sure to recommend you to many friends and colleagues."
Just blows my mind!!
|
DrArcane
|
posted on January 12, 2007 10:51:22 AM
I've had some like that too. Super mean and then extremely loyal.
The real question is do you WANT customers like that? What happens when or if you do mess something up at a later time? Do you want to reward that kind of behavior?
"Firing your customers" is an important concept, and this kind of customer is high on the list.
Dr. Arcane, revelator of mystical secrets
http://www.drarcane.com/phpBB2/
The Arcane Assembly
|
digitalbruce
|
posted on January 12, 2007 11:18:20 AM
Oh I know... I am really cautious with the "multiple" personality customer. They are scary sometimes. I am glad this one is on the other side of the country! Just thought I would share one of my many psycho customers
|
fluffythewondercat
|
posted on January 12, 2007 11:33:08 AM
What did this person say to you that was so nasty?
fLufF
--
|
digitalbruce
|
posted on January 15, 2007 06:46:30 AM
ok he double ordered an item from us..he basically clicked the buy it now or order button twice. He paid for the item and we shipped the same day, as is our policy. So he got a payment reminder for the item he didnt want or pay for. He called us and went into a 15 minute rant about how his item should have arrived already and how he already paid for it and we were "irresponsible" and "scamming our customers" because the error was evidently our fault. He then said once we did find his payment the item "will be shipped overnight" and then made it quite clear that it was to be fully our expense. He then said the one line that I just LOVE..."or I will leave you complete negative feedback." I remained cool and did help him on the phone. I continued to be curteous even after he told me that I must have a couple of "idiots" working here that can't even get a simple order right. I told him that he was actually speaking to the only idiot here and that I am sure it was just a gliche in the system somewhere and it would soon be resolved.
Once I found the error I emailed him the reasoning and also made it a point to call UPS and get the exact date of delivery for that item. Then he emailed this response...let me tell you some of them are just plain nuts!
|
pelorus
|
posted on January 15, 2007 08:28:39 AM
You are a credit to the ebay race. You took the high road and didn't get dragged down to the bad buyer's level. This approach will keep you on top in the long run.
"You are actually speaking to the only idiot here." -- I'm going to have to remember that one.
|
digitalbruce
|
posted on January 15, 2007 09:06:05 AM
OH I have been doing this far too long now to them get to me...Once I hung up the phone vented just a bit the situation was over. Move on and smile. Idiots make me laugh I would love to go through life as unaware of the common courtesies of human beings. It would get me home a lot quicker at the end of the day because I wouldnt feel so dang guilty about driving past someone desperately trying to get out of the walmart parking lot! Anyways thank you for your kind compliment it is much appreciated.
[ edited by digitalbruce on Jan 15, 2007 09:07 AM ]
|
hwahwa
|
posted on January 15, 2007 10:05:11 AM
You are a credit to the ebay race. You took the high road and didn't get dragged down to the bad buyer's level. This approach will keep you on top in the long run
|
merrie
|
posted on January 15, 2007 11:33:16 AM
I agree about you taking the highroad, accolades to you. Too many people start calling the buyers names. I am shocked by the number of "morons, idiots", etc that appear in feeback.
|
digitalbruce
|
posted on January 16, 2007 05:52:25 AM
It is my belief in my business practices and life in general to always treat others as I want to be treated. I always try to find the pleasant in the situation...there wasn't one I could think of with this guy though LOL...maybe he was just having a bad day and I happened to be the one that caught his rath. Ohwell..alls well that ends well.
Thank you all for your kind words though..they are appreciated!
|
