I feel really bad about this one. One of our regular customers came in yesterday to pick up his books he had special ordered. Well, I gave him his rather large stack of books and sold them to him at his regular discounted rate. He thanked me and left.
Well, this morning he calls me at work and asks about his other books that came in. I looked and looked for them and told him I didn't see them and I would call him back as soon as I found them. As it turns out, one of my co-workers had put his second HUGE stack of books in a different stack. I didn't see them until I really looked because they were buried under a stack of our catalogs that we order from. I called him back and informed him that we found the books and explained why I hadn't seen them. He VERY politely expressed his displeasure and complained thathe will have to drive an extra 70 miles to pick them up today. He needs these books for his clients on Monday. :doah:
Do you think it would be satifactory to give him an extra 10 percent off plus his regular discount? I really would hate to lose his business. I am going to leave a note for my co-workers to inform the others if they put books in a weird spot so we can prevent this from happening again. I really feel like its my fault. If only i had looked harder yesterday. :doah: I hope I can make it right with him. I need to give him credit. He was VERY polite and expressed his frustration well without chewing me out. I can't blame him for being angry.
I think an extra 10% discount would be very nice and he would appreciate it greatly....especially with gas prices as high as they are.....That is very nice of you and I am sure the "extra discount" will turn this situation into a positive experience for him. :thumb:
Well, the 10% extra off worked well. He came in a little upset about the whole thing but, left satisifed. :apls: I figure the store can't afford to lose his thousands a month spent in our store, so its better for us to lose a little more on this sale than lose him as a customer. In his words, "I think that extra discount will be enough to soothe the savage beast. HA HA HA." :2funny: I was so impressed at how he handled the situation. I made sure to thank him for his understanding. Many people have called and yelled at us for similar mistakes. He didn't even appear too upset.
You handled it well and sounds like he was a real gentleman about it. You don't have to yell at someone to let them know you're upset about something nor do you have to yell to set it right. Sometimes you just have to have faith that some people are reasonable.