You know how they say the customer is always right? I forgot that this morning.
The customer from last week rang to express his discontent that we still hadn’t sent him the details he needed and that he didn’t see why he should pay to return the goods and that it was all our fault . . .
I apologised for whatever it was that we had got wrong this time, expressed my surprise that it wasn’t proceeding smoothly and ascertained what the problem was. It was the same as last week – he has cocked it up again and pressed the wrong buttons, bringing the whole refund process to a halt. This, it appears is all my fault.
At that point I snapped and said “No!”
I explained that I was sorry that he hadn’t received what he wanted and that he hadn’t had his refund but said I was unwilling to carry on being told it was my fault. I have sent him the things he ordered and I have sent him what he needed to obtain a refund. He, on the other hand, ordered the wrong things and has failed to press the right buttons to obtain the refund. It is costing us money to correct his mistake and enough is enough.
I have now sent him a stamped addressed envelope and look forward to seeing if he manages to work that without mishap.
Now I feel guilty, because I have told a customer he is wrong, but I just couldn’t take it any more. Even if it were my fault, there’s no need for the constant chorus of blame, but some people just like to blame somebody for their misfortune, and it’s never their fault, or the product of blind chance.
This world needs to recognise the value of simple men with a good heart
It would be nice if it did. 🙂
I think the SAE was a great idea. I hope they cease to cause you grief, and that all works out in the end.
I’m sure it will. (fingers crossed).
Somewhere there is a voodoo image of you…
I wonder if they have captured my rotundity and winning smile?
Quite right, Quercus.
Hard not to snap in such circumstances. I’d say if you noticed yourself snapping at customers on a regular basis it might be worth a degree of reflection but as a one-off, you know it was him and not you!
Nearly every day, I find myself using tact in place of truth. 🙂
Yes, I m working on a more serene attitude again.
Less damaging for your nerves if you can remain calm but it’s simply not always possible 😊
Good for you.
In terms of retail management it was poor practice, but I admit I felt better after doing it.
The SAE was a good idea. Sometimes the old way is the best way.
I wanted to send him one last week but was over-ruled. At heart I am a simple man. 🙂
Sometimes a sharp “no” is in order, customer be damned.
🙂 Yes, just like children and puppies. Doesn’t work with cats, they just show me disdain . . .