Comments on: Saying Sorry

By: Ted

Ted — Wed, 30 Jul 2008 10:03:27 +0000

We have had a few upset customers ourselves. It happens…shipments get delayed, products arrive damaged, a site may be down for a matter of minutes. It is the unfortunate truth of doing business online…for anyone, even Amazon.

In every case, we have tried very hard to match and exceed the demands of our customers. Though on occasion, the demands exceed the reward, we always do our best to oblige.

By: Ramir.Info

Ramir.Info — Fri, 01 Feb 2008 19:08:20 +0000

Hi there,

I just wanna thank you for all the great informations that you post in this site.

I think customers are always right. I sell digital goods online. If the customer has an issue I find a way to resolve the issue not argue with them.

By: Administrator

Administrator — Thu, 31 May 2007 04:51:48 +0000

Thanks D for sharing your experience. I’m certainly not advocating the position that the customer is always right (sometimes they just aren’t) but even if they are wrong, merchants can sometimes makes things right with the customer or at the least learn where misunderstandings can occur to prevent them in the future.

Paul

By: D. Morris

D. Morris — Thu, 31 May 2007 00:30:17 +0000

I learned this lesson the hard way. An upset customer, typically, is expecting a painful experience when trying to correct a situation. A retailer can quickly turn the situation into a positive, by apologizing and fixing the problem immediately. The customer will leave feeling happy that the situation was fixed, happy that it wasn’t a hassle to fix, and ready to tell everyone what a pleasant surprise the experience was.

In my case, I learned the lesson over a $5.00 coupon. After arguing with a customer for 15 minutes, I finally realized that it’s stupid to lose a customer and a reputation over 5 bucks.