joined:Oct 20, 2003
I have a site that sells vehicle widget accessories - we have shipped over 5000 orders in the last 3 years. Every 3 or 4 months we get that customer that is a pain in the rear, an unreasonable unhappy camper that can't be satisfied. Occasionally these folks inspire us to tighten our policies to eliminate dealing with them, or their issue. Sometimes there is no fixing the situation and I just try to deal with it as best I can.
We had a customer with a tiny amount of non-critical damage on his part - a minuscule scratch on an area that gets scratched in the first few minutes of use. He dealt with me for his order and for his customer service (I am the owner of the business) and ultimately received about 25% discount on the order for this 1/2" scratch that will be covered by other scratches in the first hour of use. Total time was a few days while we worked out the issue with the manufacturer. The customer seemed content with this on the phone.
My issue is not that the customer was an unbearable boor, nor that we lost money on the deal. My issue is that the customer proceeded to post a 1-star review on insiderpages.com (his right to be unhappy with us) that comprised of bald-faced lies about the experience. He stated that neither the website owner or managers would talk to him (not true) and that we did nothing to help him (also not true) and that it took months to get (2 weeks) and was unusable (he installed the product the first day, even with the tiny scratch).
I have encouraged my customers to post positive reviews to counteract this, and they have. We have gone from 1 star to a 4 star rating. Does anyone have any other suggestions for improving this situation?