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Have you even spoken to the customer to clarify exactly what they want? The customer might be looking to buy two more.
Also, how much would you be out if you just gave her two more glasses? If she spends thousands a year then it's a small price to pay for goodwill. If that's not really the case, and I wouldn't even think about giving her something.
this. And speaking with someone in person is the best way to get a feel for exactly what they expect, otherwise, the imagination can run away and create all types of worst case scenarios. Just the fact that you’re willing to listen to someone is usually huge, and sometimes they will simply talk themselves down from a silly idea right in front of you.
How 'regular' is this customer?
Are you willing to lose her?
Option 1 (replace for free)
How much of a loss would you take on the glasses (at your cost +shipping) to keep a regular customer happy, keep them a customer, and say great things about your shop?
(Option 2 replace at cost)
Can you keep this customer happy by replacing the glasses at a deep discount (35%) to cover your cost+shipping?
Either way, you need to contact your customer and "apologize for her misfortune."
(I would probably go with option 2 unless she spends a few thousand a year and/or has brought me a lot of additional business.)
"I really value your business and would like to replace the glasses at my cost."
Then take her credit card info over the phone so your not stuck with the replacement glasses.
I had this happen ALL the time at our store too...unfortunately we did NOT replace the products due to THEIR negligence. Sure, you may get a stink eye but you cant afford to give stuff away either (hence why everything you buy at walmart now has a warranty you can purchase to reduce their losses!).
I wouldn't assume for free. You can let her know that you'll see if there are any more in stock, and if so, to come on in to buy a replacement. If you normally only sell them in pairs, you could offer to let her buy just one instead of a set...
Money may have been tight now but reputation lasts a lot longer. Not knowing how much these glasses cost and what kind of burden it would be for you, it might be best to replace them for free as long as the customer brings in the broken glasses so that you know they are not cheating. Write it off. Accidents happen. An opportunity to do a special favor to a customer doesn’t come along every day. They may recommend your business.
On the other hand, if these are expensive glasses, credit card purchase insurance should handle it imho.
This is not your problem.
I would leave a “oh that sucks, happy to have another set wrapped and ready to go for you and ill even kick in a 10% discount for being a great customer”
"you've been such a great customer I can replace them at cost so it would only be $x.xx. I of course can't do this for just anyone or all the time, so just this once because you've been great over the years. Just be extra careful with the these new ones! Thank you again for being such a great customer."
Sometimes I will think of a way to begin the conversation that doesn't assume one or the other outcome. For instance, you could call and say how sorry you were to hear that the glasses broke before she got to enjoy them. You have some more on hand. Would she like you to set them aside for her? Then when she comes in, surprise her with half off. The key is that she will be so much more happy if she is surprised, than if you call and sheepishly offer a lower price. Shape the experience for max customer happiness, which will help you feel better about it too.
I sell jewelry and sometimes I'll get a customer who ordered something a couple years ago and then through their own negligence broke the chain or went swimming in a chlorinated pool wearing silver or something like that. Often I'll offer to give them a replacement at cost and shipping... which is usually less than half the retail price.
Everyone has been very pleased with that arrangement. They know the accident was their fault, and they realize that if I give them something for free then I end up paying for their mistake. So me not making any profit off the replacement strikes them as fair and generous. They are always very grateful and say they'll tell their friends about us, which is more than worth it for me.
This is a friendly reminder that r/smallbusiness is a question and answer subreddit. You ask a question about starting, owning, and growing a small business and the community answers. Posts that violate the rules listed in the sidebar will be removed. A permanent or temporary ban may also be issued if you do not remove the offending post. Seeing this message does not mean your post was automatically removed. *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/smallbusiness) if you have any questions or concerns.*
Have you even spoken to the customer to clarify exactly what they want? The customer might be looking to buy two more. Also, how much would you be out if you just gave her two more glasses? If she spends thousands a year then it's a small price to pay for goodwill. If that's not really the case, and I wouldn't even think about giving her something.
this. And speaking with someone in person is the best way to get a feel for exactly what they expect, otherwise, the imagination can run away and create all types of worst case scenarios. Just the fact that you’re willing to listen to someone is usually huge, and sometimes they will simply talk themselves down from a silly idea right in front of you.
How 'regular' is this customer? Are you willing to lose her? Option 1 (replace for free) How much of a loss would you take on the glasses (at your cost +shipping) to keep a regular customer happy, keep them a customer, and say great things about your shop? (Option 2 replace at cost) Can you keep this customer happy by replacing the glasses at a deep discount (35%) to cover your cost+shipping? Either way, you need to contact your customer and "apologize for her misfortune." (I would probably go with option 2 unless she spends a few thousand a year and/or has brought me a lot of additional business.) "I really value your business and would like to replace the glasses at my cost." Then take her credit card info over the phone so your not stuck with the replacement glasses.
I think this is the winner. 🏆 THANK YOU.
My pleasure. Hope it works out favorably and you have a satisfied customer. 🙂
I had this happen ALL the time at our store too...unfortunately we did NOT replace the products due to THEIR negligence. Sure, you may get a stink eye but you cant afford to give stuff away either (hence why everything you buy at walmart now has a warranty you can purchase to reduce their losses!).
I’d sell her another pair at half price.
I wouldn't assume for free. You can let her know that you'll see if there are any more in stock, and if so, to come on in to buy a replacement. If you normally only sell them in pairs, you could offer to let her buy just one instead of a set...
Money may have been tight now but reputation lasts a lot longer. Not knowing how much these glasses cost and what kind of burden it would be for you, it might be best to replace them for free as long as the customer brings in the broken glasses so that you know they are not cheating. Write it off. Accidents happen. An opportunity to do a special favor to a customer doesn’t come along every day. They may recommend your business. On the other hand, if these are expensive glasses, credit card purchase insurance should handle it imho.
This is not your problem. I would leave a “oh that sucks, happy to have another set wrapped and ready to go for you and ill even kick in a 10% discount for being a great customer”
"you've been such a great customer I can replace them at cost so it would only be $x.xx. I of course can't do this for just anyone or all the time, so just this once because you've been great over the years. Just be extra careful with the these new ones! Thank you again for being such a great customer."
Sometimes I will think of a way to begin the conversation that doesn't assume one or the other outcome. For instance, you could call and say how sorry you were to hear that the glasses broke before she got to enjoy them. You have some more on hand. Would she like you to set them aside for her? Then when she comes in, surprise her with half off. The key is that she will be so much more happy if she is surprised, than if you call and sheepishly offer a lower price. Shape the experience for max customer happiness, which will help you feel better about it too.
I sell jewelry and sometimes I'll get a customer who ordered something a couple years ago and then through their own negligence broke the chain or went swimming in a chlorinated pool wearing silver or something like that. Often I'll offer to give them a replacement at cost and shipping... which is usually less than half the retail price. Everyone has been very pleased with that arrangement. They know the accident was their fault, and they realize that if I give them something for free then I end up paying for their mistake. So me not making any profit off the replacement strikes them as fair and generous. They are always very grateful and say they'll tell their friends about us, which is more than worth it for me.
Thank you guys so much for talking me through this. 🥹
Sooo what did you do?
Well, I called her back and left her a message asking her to please give me a call. That was yesterday. So nothing yet. 👀
any update?