First off, I tried calling the customer. It's an old fashioned concept but it shows a degree more care than just sending a box standard email. I don't have a script for the calls but I do write down the customers name to use during the conversation plus one or two key points that I want to elaborate on, in this case, the potential resolutions was on my pad.
The customer never replied so I left a message saying I had tried to call, left my name and number and asked for a call back up to 10pm. (after all the customer probably has a job and it may not be convenient to talk during work hours)
Then I sent the customer this email:
Hi Hector, we have just gone to apply the stickers to you car and noticed some blemishes on the paint at the rear of the car. Upon closer inspection, all of the new batch of Silver cars have the same marks. We have spoken to the manufacturer who have confirmed ALL of the latest batch (over 1200 silver cars) have the same marks. It doesn't spoil the car but you can notice it if pointed out. Sadly, we cant offer you another silver one as they are all marked. So here are the choices:
1. We can send you a slightly marked silver one and refund £15 but the car is non returnable.
2. We can send you a perfect red one. (in stock and available now)
3. we can refund you and send you the stickers FOC so you can try elsewhere (please bear in mind, all the silver cars on the market come from the same US manufacturer and are all likely to be marked)
I just wanted to be open and honest with you Hector, let me know you preferred choice from the above and I will make it happen. Huge apologies for putting you in this position but we could not have foreseen this happening.
Kind regards, Paul. Daddy & Owner, When I Was a Kid.
Hopefully the first thing you notice is the honesty. I could have shoved the car back in the box and hope the customer didnt notice then play innocent when he complained. (trust me, I've seen this done elsewhere)
I explained the situation in full which would disarm the customer and show complete transparency. I then gave the customer some choices that really empowered him to make a decision which becomes more powerful because it is HIS decision and not mine. The options covered 3 very different outcomes so there was a strong possibility that at least one would be acceptable.
I pointed out the possible pitfalls in choosing a refund and sourcing elswhere, again, I could have not bothered but I had no idea which option the customer would choose so I always choose to play the good guy and I didnt want his Nephew being dissapointed on Christmas Day.
I apologised with sincerity... why is that so rare these days?
I DIDNT use a standard email template filled with corporate boillocks designed to protect my company and annoy the customer.
SO... just to finish the story, here is the reply from the customer:
Hi Paul,
Firstly id just like to say thank you very much for the honesty.
it's a really refreshing approach to dealing with such a problem rather than the usual of just sending damaged goods. So many many thanks,
anyway in regards to the car id still like to give it to my nephew who will no doubt end up banging it into walls and things anyway!!! so id like to go for option 1.
Thanks again i look forward to receiving the car and hopefully making my nephew have a happy christmas,
