I have been stewing about this for the past hour, so I decided I would put it out here and get some opinions. Here is the scenario....
After several email a customer decided to purchase some pullets from us. We explained our deposit requirements both in the email and in more detail on the invoice. The customer decided to place the deposit. We began making plans for a time to meet. The customers suggested time would not work for us, so we suggested another. All of this happened a littler after noon and we were trying to make arrangements for the next day. The customer did not respond, we did not show up at the time we suggested because we never received confirmation and now the customer is unhappy and wants a refund for her deposit.
My question is this.... after consistent emails back and forth, should we have continued to hound this customer for a time to meet or left it up to the customer to respond to our request? I feel that if we would have continued to email her it would have been pushy??? If I pay a deposit for something I am going to be sure to make arrangements to get, whatever it was I just paid for. If I am going to drive over 20 miles I want to be positive that is what the plans are.
If the last email was this............ what would you think????
Would around 9 be too early?
If you did not receive a response would you assume that they were still going to meet you? Or wait for sure to know what is going on?
Customer service is VERY important to us. We understand that when purchasing a new puppy or even chickens you aren’t always paying attention to the details so we try to make it as simple as possible without making it seem like the customer knows nothing BUT that being said, that is why we try to do most of our “business” via email....so nothing can be misunderstood.
Opinions, suggestions please.
After several email a customer decided to purchase some pullets from us. We explained our deposit requirements both in the email and in more detail on the invoice. The customer decided to place the deposit. We began making plans for a time to meet. The customers suggested time would not work for us, so we suggested another. All of this happened a littler after noon and we were trying to make arrangements for the next day. The customer did not respond, we did not show up at the time we suggested because we never received confirmation and now the customer is unhappy and wants a refund for her deposit.
My question is this.... after consistent emails back and forth, should we have continued to hound this customer for a time to meet or left it up to the customer to respond to our request? I feel that if we would have continued to email her it would have been pushy??? If I pay a deposit for something I am going to be sure to make arrangements to get, whatever it was I just paid for. If I am going to drive over 20 miles I want to be positive that is what the plans are.
If the last email was this............ what would you think????
Would around 9 be too early?
If you did not receive a response would you assume that they were still going to meet you? Or wait for sure to know what is going on?
Customer service is VERY important to us. We understand that when purchasing a new puppy or even chickens you aren’t always paying attention to the details so we try to make it as simple as possible without making it seem like the customer knows nothing BUT that being said, that is why we try to do most of our “business” via email....so nothing can be misunderstood.
Opinions, suggestions please.
