Comments on: When a Customer Gets Upset, I… http://giftbasketbusiness.com/blog/2009/06/08/when-a-customer-gets-upset-i/ Hosted by Shirley George Frazier -- Author, Industry Expert Fri, 18 May 2012 15:54:10 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Shirley George Frazier http://giftbasketbusiness.com/blog/2009/06/08/when-a-customer-gets-upset-i/#comment-170 Shirley George Frazier Mon, 08 Jun 2009 23:21:44 +0000 http://giftbasketbusiness.com/blog/?p=757#comment-170 Hi Mitch, Now that's a designer after my own heart and one who provides the type of service offered by most, if not all readers visiting this blog (some designers here are very new and haven't yet put customer service methods to work). It's wonderful to read that a person who's part of this industry is tops in all fields. Hi Mitch,

Now that’s a designer after my own heart and one who provides the type of service offered by most, if not all readers visiting this blog (some designers here are very new and haven’t yet put customer service methods to work).

It’s wonderful to read that a person who’s part of this industry is tops in all fields.

]]> By: Mitch http://giftbasketbusiness.com/blog/2009/06/08/when-a-customer-gets-upset-i/#comment-169 Mitch Mon, 08 Jun 2009 22:10:39 +0000 http://giftbasketbusiness.com/blog/?p=757#comment-169 A friend of mine has a local gift basket business. She always sends out a confirmation upon delivery of the gift basket, and checks all confirmations at the end of the day to make sure everyone got one. She knows she can't control out of town deliveries, though, but she'll follow up on them bulldog like just the same. Best customer service business person I've ever met. A friend of mine has a local gift basket business. She always sends out a confirmation upon delivery of the gift basket, and checks all confirmations at the end of the day to make sure everyone got one. She knows she can’t control out of town deliveries, though, but she’ll follow up on them bulldog like just the same. Best customer service business person I’ve ever met.

]]> By: Shirley George Frazier http://giftbasketbusiness.com/blog/2009/06/08/when-a-customer-gets-upset-i/#comment-168 Shirley George Frazier Mon, 08 Jun 2009 16:27:09 +0000 http://giftbasketbusiness.com/blog/?p=757#comment-168 Very good move on your part, Consuela. It's good to recognize when there's no point in mediation, as this situation would have escalated for no good reason. Very good move on your part, Consuela.

It’s good to recognize when there’s no point in mediation, as this situation would have escalated for no good reason.

]]> By: Consuela http://giftbasketbusiness.com/blog/2009/06/08/when-a-customer-gets-upset-i/#comment-167 Consuela Mon, 08 Jun 2009 15:54:02 +0000 http://giftbasketbusiness.com/blog/?p=757#comment-167 Several years ago when I was still working full-time and selling my baskets occasionally to co-workers I had a disgruntled customer. She ordered a spa basket for Mother's Day. Apparently, her mother did not like it. The co-worker returned the "opened" basket to me. I immediately refunded her money. Unfortunately, this person created problems from time to time in the office. In order to avoid her spreading unneccessary negative information, I thought that a complete refund was the best action to take. Needless to say, she never ordered from me again. However, my other coworkers continued to support my business. Several years ago when I was still working full-time and selling my baskets occasionally to co-workers I had a disgruntled customer. She ordered a spa basket for Mother’s Day. Apparently, her mother did not like it. The co-worker returned the “opened” basket to me. I immediately refunded her money. Unfortunately, this person created problems from time to time in the office. In order to avoid her spreading unneccessary negative information, I thought that a complete refund was the best action to take. Needless to say, she never ordered from me again. However, my other coworkers continued to support my business.

]]> By: Shirley George Frazier http://giftbasketbusiness.com/blog/2009/06/08/when-a-customer-gets-upset-i/#comment-166 Shirley George Frazier Mon, 08 Jun 2009 14:25:03 +0000 http://giftbasketbusiness.com/blog/?p=757#comment-166 This was good follow-up, Mireya. Addressing the issue right away and instituting a partial refund when the problem was on your end will probably be satisfactory for the customer, and with consistent post-sales marketing, he or she will most likely order again. This was good follow-up, Mireya.

Addressing the issue right away and instituting a partial refund when the problem was on your end will probably be satisfactory for the customer, and with consistent post-sales marketing, he or she will most likely order again.

]]> By: Mireya http://giftbasketbusiness.com/blog/2009/06/08/when-a-customer-gets-upset-i/#comment-165 Mireya Mon, 08 Jun 2009 14:09:09 +0000 http://giftbasketbusiness.com/blog/?p=757#comment-165 Ironically this just did happen. What I did was send two emails. One to address the situation and that it will be handled. Then I did a partial refind and ended the email with I hope this will bring your experience up to satisfaction. I want my clients to know that I stand by my gurantee. Ironically this just did happen. What I did was send two emails. One to address the situation and that it will be handled. Then I did a partial refind and ended the email with I hope this will bring your experience up to satisfaction. I want my clients to know that I stand by my gurantee.

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