What would you do in this situation?

Vapiano · 07-13-2011, 03:10 PM

Quote:

Originally Posted by happytheman

+1 on the importance of communication. It only takes a few seconds and would put the OP's mind at ease, negating the "need" to call every day (multiple times). I get it, I really do. When I lay down $, I want to know where my money went to. I get obsessive about it as well. Perhaps not to the point of calling/emailing multiple times per day, but I definitely get anxious, especially if I'm told one thing and experience another.

I suppose the moral of all this would be the following:
1) Set the customer's expectations early. If the shipment is going to take three months..tell the customer it'll be four. That way you'll end up the Hero when it comes in early, yet not the tyrant when the delivery falls behind!
2) Communicate with your customers on a routine schedule, just to let them know how things are coming along. You may not have any news, but sometimes no news is better than not hearing anything at all.

I'm just sayin'!

PS. I've learned the value of item number 1 over the years with my wife and my anticipated departure from work! I used to tell her what I thought she wanted to hear "I'll only be another five minutes" and then had to hear the dissapointement when I did not come through. Now I just tell her "I'm not sure...maybe an hour?". And all is good when I show up in half the time! What can I say, I'm just keeping it real..and keeping the "customer" satisfied!

I think there are a ton of good points made in this entire thread, being in sales myself, setting and managing expectations via clear and concise communications is paramount and works both ways, especially as a customer if you are spending a good amount of your hard earned money.

A quick reply to any of your messages updating you on the status would have eased your mind and cleared any doubts of "now I have your money, you will get it when you get it" or "I bet I have been suckered."

Each vendor does things differently, it's just how some do business, it won't change a thing whether they gain or lose a customer. Buyers have different expectations as well. I am sure some forum members will read this thread and think nothing of it and some will say...hmmmm. Whether they choose to purchase or not is up to them. After reading it myself, my expectations have been set, I know not to expect a ton of response and I need to be very patient if I were to purchase. Patience is not one of my strongest attributes...

I get it, I see where you are coming from and have been in that position before, it sucks! I waited 10 weeks for wheels, when they arrived, they were the wrong wheels!

Talk about pissed, in the end; I got what I wanted, but the overall negative buying experience took away from the enjoyment of getting the product.

I hope things work out for you in the end.

V.

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