Now I wasn't any kind of business or finance major, so maybe I just don't get it. One of our customers ordered an item, and told me, "I was quoted $3.00 per unit"
"Really? Who quoted you that price? I will have to ask my boss about that,"I replied. I talked to my boss and he said to order it, and if there is a problem to call my boss. Well there is a problem, 3 bucks is less than the company we buy from pays for it. My boss decides to pay the cost to the manufacturer and to honor the price the customer was "quoted" and we will pay the difference. "Why?" I ask.
"Well I don't want him to complain and go somewhere else."
My response: "Well if he leaves, we will end up making money." I just don't understand. You may want to satisfy your customer's, but that is going way to far. I would have told the dude so sit and spin. I'm not as confrontational as I used to be, but in this case I would have made an exception
Here we go...
1 year ago
Saturday, I had to deal with a customer's righteous (?) fury over a curtain rod she felt she was overcharged for. Seems she the rod she bought was placed on the wrong peg, so she thought it was $1 (the actual cost: $2.49). After listening to her gripe about the store and the average intelligence level of our staff, I offered to refund her the difference. She refused, because she didn't want to wait in line behind the one person at the checkout. Sheesh.
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