Lost my rag..

vbar · 24-02-08

I lost my rag with a customer for the very first time today. A customer bought an item from me which turned out to be faulty (I'm pretty sure this was not the case) and therefore exchanged for another model.

They then called me today and told me this is also faulty! Again this was a load of rubbish they had made up as the product was not faulty but was fitted incorrectly. However they demanded a refund.

My returns policy states we will replace the faulty item (although it was not faulty). They wanted a full refund and expected me to pick the item up. I stated we will deduct postage costs as per my policy. Again they refused, basically we just went round in circles. In the end he stated "I will call my credit card company and cancel the payment"

I then lost my rag and told him to do whatever he wanted and that i dont need customers like him.

Why are some customers a pain in the backside. I know customer is king but some just take the biscuit.

Anyone else had similar experiences? Have you worried about repuation when a customer leave's unhappy?

amp · 24-02-08

Yes very hard to please everyone and with the new feedback system it will only get worse eBay is in my eyes not the place to sell anymore.

vbar · 24-02-08

I dont sell on ebay I have my own website but I can understand where you are comming from. Customers have too much power. Suppliers have no right what so ever. I know you cant please everyone but there are customers out there who just want to take advantage. The more i think about it I'm glad i told that customer where to stick it. I dont need customers like them.

yesterday · 24-02-08

Welcome to the world of retail.

If you can't handle something like this on a sort of regular basis, you need to choose another career path.

It's a 2 step policy.

1 - The customer is always right.

2 - If the customer is ever wrong, re-read rule #1.

From my own personal experience, do this -

Listen without comment to everything the customer says. Do not argue or even present your side.

When they have finished, simply ask them "What would you like for me to do?"

What they would like for you to do is often less than you would think as well as mcuh less than you are prepared and willing to do. Sometimes just an apology is all that is needed.

Keep in mind some customers are just plain dumb. They can screw up anything.

You ask to deal with these people the minute you open your shop, online, eBay, car boot or high street. If you can't handle it and understand it WILL happen, then go to work for the government. Then you can tell them exactly how you feel. But you simply kiss butt and say what else can I do to make you happy when selling to the public.

And the credit card people will, indeed, get ALL of his money back. You need to understand that from the start. Law or no law, they are going to take back every penny their cardholder paid. Again, if you can't live with that, get a real job.

Green-Moo · 26-02-08

Commiserations vbar. There are some customers who just take the p*ss, whatever market you are in. You can grin & bear it 99.9% of the time, but occassionally there comes along one that your hand itches to slap. Just as well you were on the phone then eh?!

dank · 27-02-08

This is a very interesting topic, as I have found myself in this situation quite a few times. Getting into arguments with customers won't help your business and most of the time you have to take it. I think Yesterday is right.

tater03 · 28-02-08

I agree that you have to go by " the customer is always right" but the one thing I have trouble with is when I customer makes it personal. There is no reason to get personal and start calling others a you know what. This has only happened once and to be honest I could give two hoots on what that customer thought. I know that is terrible to say but this particular customer was just plain nasty all around. You can have those customers.

amp · 28-02-08

Thats true Tater03.