What Would You Do?
We do business with an overnight mail/delivery company. We printed custom workbooks for an upcoming seminar and shipped them to our trainer to take with him to the program. The shipping company claims they made the delivery, but our trainer never received the workbooks. It turns out that the workbooks were delivered to the wrong address. Not knowing that at the time, we reprinted the workbooks.
Sure enough, the day before the trainer was to leave, the workbooks turned up. The driver admitted he made a mistake. So, now we have extra workbooks that we paid for, but don’t need.
We called the shipping company to tell them that because of the failed delivery, we incurred the extra costs to replace the books (which we can’t use). We requested that they reimburse us for this cost. After pleading our case, they said, “No.”
If you were me, what would…
Give them another chance?
Pull the account and go to a competitor?
Do something else?
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs.
Shep Hyken - Business Speaker and Author
- Shep Hyken
- St. Louis, MO, United States
- Shep Hyken, CSP, CPAE's latest book, "The Cult of the Customer," published by John Wiley and Sons, became a Wall Street Journal best-seller! Contact Shep for details or to order your copy today! (shep@hyken.com)
Posts
4 comments:
That's a tough one.... They're custom workbooks so there would be no way to save them for another seminar, huh? If the driver admitted his mistake, then I believe the delivery company should reimburse you for those books. If I was them, I would.
I would probably write a letter first to the owner to tell him/her about the incident and to let him/her know that because they refused to reimburse you that you are pulling the account. Then go from there... If they really cared about your business, they would reimburse you.
Do you ship with FedEx?
Do you ship with FEDEX?
The refund account is money taken 100% out of the bottom line. Writing a check hurts the most. Hwever a credit for future usage isn't anywhere near as painful.
I would ask for a credit for future service. They keep a customer, you are made whole. Win/Win?
Post a Comment