 | Home > Off Topic > when the customer gets it wrong but it's your fault? |
 
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| nakatanenga Member Since: 12 Nov 2010 Location: Neumarkt Posts: 546  
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PRIVATE! phone number ringing on a public holiday around noon....
Customer: Hi i am Mr.X. I would like to know some details about your wheelcarrier.... Me: Oh, yes...(bit astonished), but i am just about to have lunch with my family, can i call you back later C: no, i would like to talk now Me: I would call you back in about 30 minutes, it's a nationwide public holiday today and the family is already at the table waiting for me. C: (upset) I am a very busy businessman and if you are not helping me NOW with a sales talk i will not buy your wheelcarrier! I called your business phone but no one picked up and so i googled your name and private number. If you are interested in selling a wheelcarrier, this is your chance NOW and not in half an hour!! Me: Sir, i would really appreciate doing business with you and i apologise a thousand times but i would prefer rather not to sell this carrier to you if you do not respect me and my family. C: OK, than i will buy it somwhere else, NOW! A couple of days later i found a dealer order coming in. Dropship a certain wheelcarrier to Mr X. Bought on a regular working day.... WANTED: SII or SIII in max 1.5k |
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14th Aug 2015 2:54pm |
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| Projectblue Member Since: 22 Nov 2011 Location: Devon Posts: 1096 
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I think there is a very distinct difference between being rude about a specific customer who has a problem, and talking about morons or people who are just plain rude. I can talk about them all day long, because I'm no longer in that industry. 90% of people are good, honest, easy to get on with customers. 8% are difficult but can get resolved. 2% are stupid and/or rude. Note, that often the two are together in the same person. There is no reason to be rude and I'm amazed at why people don't realise that being rude doesn't help. New project and it's green: www.projectoverland.info |
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14th Aug 2015 7:05pm |
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| leeds Member Since: 28 Dec 2009 Location: West Yorkshire Posts: 8580 
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It does appear to be quite common to name companies which have given bad service or what someone has perceived to be bad service on forums/internet.
However I have never seen a 4 x 4 company publicly name a 'bad' customer on the internet/forums One of our suppliers says 99 out of a hundred customers are absolutely fine and the one in the hundred is a right royal PITA. That one can very much disproportiately waste your time. Then there is the smaller fraction who basically set out to steal or deceive the traders. For a company to publicly name the bad customer(s) I feel there would be a backlash against the company. So as long as companies do not name or give enough information so customers can be identified I can not see any harm in traders telling their side of the story. Hopefully customers will understand some of the issues that companies have to face and maybe it will help to inform customers about what is actually their rights and that traders do have a personal/family life to lead as well. Brendan |
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15th Aug 2015 2:55pm |
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| Flyingfocrs Member Since: 12 Jan 2015 Location: Deepest darkest Aberdeenshire Posts: 155  
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exactly, the whole idea of this post was to give a general idea as to what the traders have to deal with, no-one has been publicly named and shamed. |
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16th Aug 2015 3:45am |
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| pob1968 Member Since: 20 Apr 2014 Location: uk Posts: 239 |
I blame consumer programmes on TV encouraging people to take the mickey. I remember an article where Dominic Littlewood was telling viewers when buying a new camera to go to a small independent retailer and ask lots of their advice (because they are knowledgeable and helpful) then shop around and buy it online. Thanks Dom! Probably explains why these expert helpful retailers go bust. Then where can he find which camera to buy. Tosser ! No morals and teaching people to take the mickey.
By the way I don't own a camera shop. 110 Hardtop |
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16th Aug 2015 8:42am |
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| gilarion Member Since: 05 Dec 2013 Location: Wales Posts: 5110  
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 For those who like Welsh Mountains and narrow boats have a look at my videos and photos at..
http://www.youtube.com/user/conwy1 |
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16th Aug 2015 10:43am |
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| leeds Member Since: 28 Dec 2009 Location: West Yorkshire Posts: 8580
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POB, I think you will find most traders have experienced that. It is frustrating when you can spend literally hours helping a potential customers to make an informed decision. Then you get the email saying I can find it cheaper on the internet will you drop your price! Now why don't the cheaper places offer free informed advice/information?
How about the customer who ask for your best price. You do that then a couple of weeks later you get the email saying I want the last lot plus items X, Y, Z Alarm bells start to ring so just add normal retail price of X, Y, Z and our best price is £980 C) Will we price match? Us) Our best price is £980 This was after 7pm C) I can get it for £938 will you price match? Us) Our best price is £980 C) I can now get it for £925 will you price match So which other company is dropping their prices at 7.30pm? Alarm bells ringing Us) No, our best price is £980. Will you give us a major discount on the services you offer? (The power of the internet  )
C) Well I will buy elsewhere then! ODD, wants a large discount but does not want to give discounts! Then you get the customer who says something is wrong with the items and want a replacement sending out but are not willing to return the damaged item! I wonder why? Nothing wrong with the first item and trying to get an item for free? Or the customer who turns up at 2pm. Yes happily demonstrate varies tents etc. States best price then customer wanders around unit 'will you throw this item in' No, that is our price. 3.30 pm Barbara takes over and I get on with some other work. 4.30 pm Barbara goes to do some work and I take over. 4.45 pm I start packing items up. C) What am I doing? Us) Packing things away as I have other things to do this evening. 5.15pm Customer departs after making a purchase. Blimey that was hard work I though 2 days later I get the phone call, will I take them all back under the one week cooling off period on our website. Sorry but that is under the then Distance Selling Regulations. DSR do not apply as you were at our premises! Next day another phone call, my wife has cancer and does not like the idea of camping. Sorry but that is not a reason to return the goods, you should have discussed it with your wife first! I will take it back but will not give you all your money back Why? I have not used them I can not sell them as brand new. Why not, have not used them! Because they are not in the original packaging, also I will have to inspect them on their return, plus I can not sell them as brand new so will have to discount the price. Brendan |
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16th Aug 2015 11:12am |
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| gilarion Member Since: 05 Dec 2013 Location: Wales Posts: 5110
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Might be a little off topic but still relevant I think.
One of my friends works in a Dulux trade centre and he recently told me this. It is common practise for trade persons to overbuy as it is not always possible to estimate the correct amount of paint due to many reasons, so it is agreed in Dulux’s terms that any overbuy can be returned and any monies owed be paid back. A tradesperson came in to the store, he was also new to the store and just being a cash customer who was just using the trade counter there was no reason to set up a credit account so no full details were given as to address etc. ,although he had to produce a business card to qualify as a tradesperson. He then asked for twelve 25 litre cans of white paint these cans retail at £135.00 and he paid cash. Four days later the customer returned with seven of the cans and asked for a refund which was duly given as he had paid with cash that was what he was paid back with, though my friend first had to clear it with his manager as that involved taking money from the safe in his office. The cans of paint were then put back in stock. Several days later a customer came in very irritate and placed a 25 litre can of white paint on the counter saying he had opened the can and the can contained water. To now cut a long story short the guy who had returned the seven cans had used the paint and then filled each can with water and returned them claiming a £945.00 refund. My friend said they had to check all the cans and found another five, the missing one of the seven was returned the next day by other angry customer. My friend also said the trouble that the thief had gone to, to clean the cans and to attach the clips back on the lids was incredible. Just goes to show the length some customers will go to. Oh the address on the business card was fake. For those who like Welsh Mountains and narrow boats have a look at my videos and photos at.. http://www.youtube.com/user/conwy1 |
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16th Aug 2015 12:11pm |
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