This statement stands true and of course favorable if you are the customer. But have you ever thought what if you are the seller / retailer? What the other party feels whenever you make a point and complains? Yes, customers can be abusive. One way or another, we have all been abusive as well. I myself am guilty of that claiming a “Customer is always right”.
I received an email last week complaining about his defective backpack. Although the backpack was not bought from one of our authorized dealers, I attended his concern feeling that we are still responsible since we are representing that brand in the Philippines. But honestly this is outside our boundary. General rule is if you didn’t bought the pack from an authorized dealer or you bought it abroad, you are not covered by the warranty here. This is to have an added value to loyal customers who got the items from us. “Lesson #1: Do not be ke-gaw!”. He sent his backpack to our office yesterday and I evaluated it. Some of the stitches on the shoulder strap were starting to cut off. I’m pretty sure that the stitches were intact when he purchased the pack. It was a wear and tear issue.
I texted him earlier that we carefully evaluated his pack and regret we cannot repair it. But as a valued customer, we are offering him 15% discount on his next purchase. Lesson #2: Do not use your personal mobile no. specially if you’re informing a bad news. I realized right after that I shouldn’t have used my cell. He kept on calling but I refused to answer it and waited for him to call our office line instead. Yap, he did. I was actually expecting him to avail the 15% discount because this is a good deal. He knew that the pack was purchased from an unauthorized dealer and most importantly, I didn’t promise that I will do something about it. Take note, I said I’ll try. He was ranting that we should still be responsible for his pack. I suggested he should return the pack where he bought it. Predicted too that the owner told him to call and insist his problem from us. That’s exactly what happened. He started grumbling on what we mean by ‘lifetime warranty’ (Lifetime warranty doesn’t cover abuse, wear and tear. It has guidelines!). Even tested me if I ever used the pack, of course I said yes =) Then he added “hindi naman ako ngmamayabang but our group will have a big event on 2008 and I can influence everyone that your brand delivers poor service”. He even added that he will write to our principal and complain how we handled the situation. At this point, I was heating up! I wanna tell him “e di gawin mo, I don’t care”. But then again I remembered I’m representing our brand and I shouldn’t get too emotional. Good thing our dgroup tackled about ‘patience’ and taking things ‘lovingly’ last night. But honestly, I was starting to sound sarcastic. I ended up telling him that I’ll talk with the owner where he bought the bag and will do my best to find a solution. Even ended the conversation asking him if there is anything else I can help him with. Gee, I’m so plastic but I just have to say that haha. Oh by the way, he even insisted a deadline from me when he’ll receive my feedback. Of course as an angel in disguise, have to tell him as soon as possible. I was shaking because I was flaming inside when I hang the phone.
Given a different scenario, that is he’s more ‘apologetic’, aims on solving rather than arguing with me, I would be more lenient. Tone of voice is also a big factor by the way. I could give him a better offer or even change his pack. I received customer issues left and right. I honestly favor customers who are polite enough even though I know it’s their fault. So Lesson#3: If you are the one demanding, just be NICE. This applies to a lot of situations we face everyday. Example when you got caught by MMDA (color coding – this happens to me a lot =); requesting a reversal on your credit card for late payment; asking for a better discount at tiangges etc. I’m ‘trying’ to apply this and it’s been effective so far. As my friend J quotes “It’s called using your charms” =) Lesson #4: Stop making excuses, just be honest. Instead of making excuse that you didn’t received your bill or you forgot it’s color coding, just be honest. People usually recognize if you’re lying. They heard that excuse millions of times (so better think of a unique excuse haha kidding).
We have to be sensitive with other’s feelings – Empathy as a friend describes. Everyone wants to be respected. As we say, put yourself on the other person’s shoes.
I received an email last week complaining about his defective backpack. Although the backpack was not bought from one of our authorized dealers, I attended his concern feeling that we are still responsible since we are representing that brand in the Philippines. But honestly this is outside our boundary. General rule is if you didn’t bought the pack from an authorized dealer or you bought it abroad, you are not covered by the warranty here. This is to have an added value to loyal customers who got the items from us. “Lesson #1: Do not be ke-gaw!”. He sent his backpack to our office yesterday and I evaluated it. Some of the stitches on the shoulder strap were starting to cut off. I’m pretty sure that the stitches were intact when he purchased the pack. It was a wear and tear issue.
I texted him earlier that we carefully evaluated his pack and regret we cannot repair it. But as a valued customer, we are offering him 15% discount on his next purchase. Lesson #2: Do not use your personal mobile no. specially if you’re informing a bad news. I realized right after that I shouldn’t have used my cell. He kept on calling but I refused to answer it and waited for him to call our office line instead. Yap, he did. I was actually expecting him to avail the 15% discount because this is a good deal. He knew that the pack was purchased from an unauthorized dealer and most importantly, I didn’t promise that I will do something about it. Take note, I said I’ll try. He was ranting that we should still be responsible for his pack. I suggested he should return the pack where he bought it. Predicted too that the owner told him to call and insist his problem from us. That’s exactly what happened. He started grumbling on what we mean by ‘lifetime warranty’ (Lifetime warranty doesn’t cover abuse, wear and tear. It has guidelines!). Even tested me if I ever used the pack, of course I said yes =) Then he added “hindi naman ako ngmamayabang but our group will have a big event on 2008 and I can influence everyone that your brand delivers poor service”. He even added that he will write to our principal and complain how we handled the situation. At this point, I was heating up! I wanna tell him “e di gawin mo, I don’t care”. But then again I remembered I’m representing our brand and I shouldn’t get too emotional. Good thing our dgroup tackled about ‘patience’ and taking things ‘lovingly’ last night. But honestly, I was starting to sound sarcastic. I ended up telling him that I’ll talk with the owner where he bought the bag and will do my best to find a solution. Even ended the conversation asking him if there is anything else I can help him with. Gee, I’m so plastic but I just have to say that haha. Oh by the way, he even insisted a deadline from me when he’ll receive my feedback. Of course as an angel in disguise, have to tell him as soon as possible. I was shaking because I was flaming inside when I hang the phone.
Given a different scenario, that is he’s more ‘apologetic’, aims on solving rather than arguing with me, I would be more lenient. Tone of voice is also a big factor by the way. I could give him a better offer or even change his pack. I received customer issues left and right. I honestly favor customers who are polite enough even though I know it’s their fault. So Lesson#3: If you are the one demanding, just be NICE. This applies to a lot of situations we face everyday. Example when you got caught by MMDA (color coding – this happens to me a lot =); requesting a reversal on your credit card for late payment; asking for a better discount at tiangges etc. I’m ‘trying’ to apply this and it’s been effective so far. As my friend J quotes “It’s called using your charms” =) Lesson #4: Stop making excuses, just be honest. Instead of making excuse that you didn’t received your bill or you forgot it’s color coding, just be honest. People usually recognize if you’re lying. They heard that excuse millions of times (so better think of a unique excuse haha kidding).
We have to be sensitive with other’s feelings – Empathy as a friend describes. Everyone wants to be respected. As we say, put yourself on the other person’s shoes.
1 comment:
I know what you mean! I have to say - I am one of those people. But mind you - I don't get taray with them, I try my best to get most of what I can.
I think he just wanted to abuse the power he had over you. But don't worry - these things happen for a reason, at least next time - you'll know how to deal it!
Nice reading your blog... :) Liked the fact that I convinced you somehow.. Hihi.. :)
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