Making lemonade from lemons
Posted by JT on April 26, 2009
Working with customers in the retail business can be a mixed bag at times. Sometimes things don’t quite go as planned, such as a recent order from a customer named Petey. He ordered a pair of Gamehide chaps which were showing in-stock on our website – www.uplanders.com. When we went to pull and ship the chaps, there were none on the shelf in the size he ordered. Ouch! Incorrect inventory in our system usually provides the best opportunity for us to upset a customer – and we try really hard to avoid this. It’s just a bad experience and more often than not, causes a negative reaction from the customer. And rightfully so in my opinion – I’m a consumer too, and I have little patience for retailers who don’t have their stuff together.
Well, in this particular case, Petey was more than patient and understanding. You can read the story here on Petey’s blog.
When we do screw up, we do try to make it right as best we can. Everything turned out great in the end, but I think Petey’s response to the situation is more a reflection on him and his personality than it is from anything we did. Thanks for being a great customer Petey!
