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They are quite happy, "Dear Berhe, Thanks for contacting me. But the order hasn't arrived yet". Yea, Mr Customer, We guarantee 3 days delivery time, so you are left with 2 days, 23 hours and 45mts.
For what it is worth, I have always believed that it would be possible to compile a list of say 20 names of people who will not deal with my business because they have been offended in some way in the past. It would also be possible to compile a list of say 20 names of people we will not deal with because of their unreasonable or disagreeable behaviour. I rather think that the two lists are pretty much the same.
I agree with Essex Boy. Some customers should be passed on to competitors ASAP.
We have been doing that for years. There are 2-3% of customers that are more of a liability than anything else.
Funny thing is, it looks like one of our competitors finally caught on, and sent one to us a few weeks ago :D
Customers seemed to like the idea that someone was at fault and would get a ticking off, we liked the idea as it meant we could all let off steam in a theatrical manner when a grumpy customer rang.
To put things right you tell the customer that you would deal with it and not let Paul Adams near it, they loved it.