Customer Service Issue - Would like your opinion...

Wayne 962 · Wayne 962's Garage

I have an issue with a customer. I know that "the customer is always right" however, this one really pushed my buttons for some reason.

The customer purchased a set of axles at a competitor because they were cheaper than us. He then sent us an email with the following question:

Quote:

Wayne,
Sorry for the confusion. I already have the axles as they are currently taking up floor space in my study. I am ordering the other parts that go along with these axles so that I can finally get the new units in place. The axles I have are GKN/Lobro 300672 923 332 033 02 and my questions are related to 1). the roll pins (do I need these or they already included in the complete axle assembly?) - the part break down I found did not clear up this issue and 2). the length of the axle bolts also created some confusion (do I need 8X45mm or 8X50mm?-Pelican is only showing the 8X50mm length).

This customer called up one of our salesreps, and our salesrep tried to his best knowledge figure out the answer to his question. Now, I've written a few books on Porsches, and I personally would have difficulty figuring out exactly what this customer needed. Our salesrep tried to help the customer to the best of his abilities. In the end, the customer was sent the wrong parts and was unhappy with this.

This customer's chief complaint has been the fact that some email sent to our customer support line either wasn't received by us or him. We're actually getting rid of all email for CSR issues, as it is very frustrating when messages get blocked by spam, etc (happens ALL THE TIME). I am working on this particular problem - I have someone very good on email right now, but they have no control over whether or not email gets delivered.

I basically told the customer that I was irritated that he was asking me what parts were included with a set of axles that were purchased elsewhere, and which parts were needed? I told him that he should have asked the vendor that he bought the axles from.

The customer has been a good customer in the past, but this exchange really pushed a button for me. It really irks me to have the customer admittedly purchase $250 worth of parts elsewhere, then come to me for support and the $20 worth of hardware to install them.

What do you think? Am I reacting irrationally when I'm irritated by this?

-Wayne

dtw · 02-22-2005, 08:41 PM

Legit gripe. Tell 'em to go to hell.

88-diamondblue · 02-22-2005, 09:11 PM

The customer needs to go to where he purchased the axles from. Its their support issue not yours. If he wants to order the small stuff from you then he should know already know what he needs since he already has the parts in front of him. If he wanted your support then he should have purchased everything from PP.

Jack Olsen · 02-22-2005, 09:15 PM

It's irritating.

But he bought the bolts from you, and then got sent the wrong ones, right? If he's been a good customer in the past, I think you've got to act as though he'll be a good customer in the future -- and answer whatever questions he has about parts he's buying from you. In the piece of the message you quoted, I would answer the question about the bolt lengths, and refer him back to his other vendor for questions about what parts were included with his axles.

porschenut · 02-22-2005, 09:22 PM

I agree with Jack. Even though customers can be irritating at times, you can't afford to tick them off or you may lose them for good. If he doesn't do this often, I'd just accept it as one of the occasional headaches of running a business.

rrpjr · 02-22-2005, 09:26 PM

I'd cordially remind him that parts were not purchased at Pelican, and it is not your policy to support outside purchases. Still, because he has been a good customer, you offered to help. Straighten out the parts mix-up, get him what he ordered, but make very clear going forward that he must contact original vendor either to complete orders made from them or to resolve technical questions related to orders from them.

RANDY P · RANDY P's Garage

Do the best you can, noting that "there's no guarantee it's the right one since you didn't sell him the axles" and if installed and it blows up it's not Pelican's fault. Standard disclaimer. I wouldn't offer too much in terms of advice with this one, you're creating liability for yourself and also a "the other guy said" type of scenario. Politely tell him it's probably "best to stick with the guy who sold 'em - he could tell you what you need"

Eat the return and send him on the way.

If he persists, and has money in hand well then send something else - however you can't keep wasting your time servicing this. It's becoming obvious he didn't feel like dealing with who sold 'em the pieces due to inconvience.

The customer is right UNTIL THEY BREAK THE STORE POLICY. THEN THE CUSTOMER IS WRONG....Don't expect honor from most- They'll rob you blind if you let them.

Sad but true.

rjp

Wayne 962 · Wayne 962's Garage

Hmm, you guys seem to have a point here. Perhaps I did over-react on my response to the customer on this one. I'm usually pretty good and try to be "PC" to just about everyone, but I guess I must have been having a bad day here, and forgot the "cordially" part.

It's a bit frustrating at times - I feel that people expect me to be perfect, correct, and proper 100% of the time. I don't always live up to that.

I will send an followup apology to the customer, along with a free Porsche model.

-Wayne

dgcate · dgcate's Garage

Wayne,

Maybe you ought to think about sending him a copy of the post you made here? It shows you want his business, and are working to get it..."but hey man, gimme a break!" (and he's not embarrassed for his behavior, oh contrair, you're expected to! maybe that's why you're pissed?)

Dave Cate

Wayne 962 · Wayne 962's Garage

Quote:

Originally posted by dgcate
Wayne,

Maybe you ought to think about sending him a copy of the post you made here? It shows you want his business, and are working to get it..."but hey man, gimme a break!" (and he's not embarrassed for his behavior, oh contrair, you're expected to! maybe that's why you're pissed?)

Dave Cate

I sent him a link to the post right after I posted it - before there were any replies...

-Wayne

scottb · 02-22-2005, 09:58 PM

Wayne:

I say this with all due respect....I think you overreacted. Business is slow, people are discussing purchases from competitors on YOUR board, and you're generally p!ssed off at the way things are going at the moment (or so it would appear).

Yes, the customer should have purchased the axles from PP. Yes he has big brass ones for buying $20 worth of parts from PP instead of the $250 axles -- and then complaining about the way he was handled. But, he's been a good customer in the past, and one would think you'd want him to remain a customer in the future. So, in this case, even though he's wrong for not sourcing the entire project from PP, you should just take a deep breath and let this one pass. It's not worth your headache.

The fact that you're sending him an apology and a model show's not just that you're a smart businessman, it shows you're a class act. And in the end, that's what it's all about. Well done!

ianc · 02-22-2005, 10:12 PM

Jack has it right. Since he has been a good customer in the past, he may well be again. I will admit to usually looking for the best price around. Perhaps the place he bought the axles from was having a huge sale and he just couldn't pass it up. Be courteous, but don't bend over backwards.

Also, the customer IS NOT ALWAYS RIGHT! That attitude is bad for the morale of your employees. If someone is completely a dickwad and unreasonable, make it clear that you don't want their business and why. The almighty dollar is not worth prostituting your integrity for.

Just my .02...

ianc

Fishcop · Fishcop's Garage

I'm in Jack's camp too. Sorry.

There is no harm in customers shopping for the best deal, however perhaps he lacks a little decorum expecting "service" on items he didn't purchase from you. The bolts on the other hand he did see fit to buy from you. You could see this "affair' as constructive feedback for Pelican

I suspect that he is realizing that the "best deal" isn't necessarily measured by cost, but also the back-up service and information to be found on the board that you provide.

He found himself in strife and saw fit to contact you... You could see that as a compliment.

KobaltBlau · 02-22-2005, 10:43 PM

I think his question is very obnoxious - I would never have the gall to do that after I purchased the expensive parts somewhere else.

But I suppose from a running-the-business perspective, it makes sense to smooth things over.

ianc · 11:02 PM

Quote:

There is no harm in customers shopping for the best deal

Yes, that's so. My roommate owns a shop, but if he can't get me a part at cost, or I can't find it used locally, I'll always come here simply out of loyalty for the invaluable (and much appreciated) service you provide our community. Thanks for that...

ianc

Edit: Wayne, don't get rid of email for CSR. It can be a hassle, but it is much more efficient than phone time even if imbeciles lose your response. You may have a very good mail guy, but he can't cure this, as you suggest. Just make sure you have a good means of documenting and reviewing CSR mail transactions for both your satisfaction and your customer's. At the very least, your reps should be archiving their email for backup. At best, it would be contained in a central repository, like an Exchange server, that you could review at will. Can't step backward man; meet the challenge...

Crachian · 02-22-2005, 11:02 PM

I'd want to know why he didn't buy from you in the first place and fix that problem.

dickster · 02-22-2005, 11:30 PM

i personally think that he was taking the p*ss asking you to advise and sell him bolts - at that point you should have referred him to his vendor. but you sold him the "wrong" bolts at which point he became a customer for that transaction.

Wayne 962 · Wayne 962's Garage

Quote:

Originally posted by ianc
Edit: Wayne, don't get rid of email for CSR. It can be a hassle, but it is much more efficient than phone time even if imbeciles lose your response.

Email is going away, but will be replaced with a system similar to this BBS with private messaging (this is what I'm working on integrating right now: www.perldesk.com)

-Wayne

austin552 · austin552's Garage

I do not think customer issues should be dragged out on the forumn. Did you try contacting the customer first? Have you waited for over a Month for payment?
Just kidding...
Do an exchange on parts, maybe he will buy one of those new nitros setups you are going to start selling next Month.

ianc · 02-23-2005, 12:18 AM

Quote:

but will be replaced with a system similar to this BBS with private messaging (this is what I'm working on integrating right now: www.perldesk.com

Check the price. Exchange could do all this and more for your company. If it's cheap and does what you want it to, fine, but look at enterprise-class solutions as well; if your company continues to scale, you'll be glad you did...

ianc