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After installing a top of the range conservatory, which the customers were over the moon with, it was just the blinds that were left to measure and install. Unfortunately, the guy who takes care of that had an urgent family emergency over in Canada, so had to catch the next available flight to be with his family. So understandably the blinds could not be arranged. But when it came to explaining this to the customers, this simply was not good enough. They were appalled that he had to leave for two weeks; they were dismayed that they weren’t going to get their blinds and thought that we weren’t going to do the job and just disappear.
Now is it me, but when a family member is living his last days, this should be the primary concern. But please tell me if I’m wrong!
>You're not wrong. However I think if a company member is unavailable for whatever reason to service a particular customer, it is the company's obligation to make alternative arrangements, and not that member of staff. Suppose he never comes back? Don't get me wrong though, I know what you're getting at – we currently have a customer that has ordered 2 conservatories a week ago and last week told us that they would cancel the orders unless we promised that we could fully complete them, including all building work by next Thursday. Time to panic. LOL.
>I think if your a larger company with more staff then yes it would be down to the company to make alternative arrangements. We are a small company in terms of staff numbers so it's difficult to make different arrangements. We're in a time now where customers think they can make all sorts of demands and expect them to be met, another example of how customer's powers are too much and damaging how businesses operate. As for that customer, providing you didn't make any contractual agreements as to when you would fully finish them, you'll be fine. Customers need telling… Read more »
>Customer power is crazy. It's all part of the modern economy and how people perceive business. Back in the day a lot of companies were respected businesses that individuals would respect and take a fair bit of slack from. But now there are so many companies in every single field. People undercut others prices (even in mainstream media), or offer price match, etc. So now it comes down to two things: 1/ Brand Name2/ Cheap Service I don't want to admit that to myself, I'd like to think if offering a quality product at a decent mid range price, it… Read more »
>Well I think all those who do sell a decent product for a decent mid-range price are going to have to admit it to themselves. I think though that this will all come full circle. When all the cheap business has been bought and people then realise that what they bought a few years ago was poor and they could have had something better, companies that sell a product of good quality may have a bit more leverage over the customer. Hopefully the government will bring in a bit more company-friendly legislation to stop decent companies getting scammed by rogue… Read more »
>Hi DGB, I don't think the size of your company will wash with Trading Standards though. Yes, many customers do make unreasonable demands which cannot possibly be met, brought on by power-trips caused by the media. In the case of our customer mentioned previously, legally we're fine but we have to hope to get fully paid from who is obviously some sort of nutter. There's no real protection.
>Good luck! Have you tried to explain to him his unreasonable requests? We've now sorted the blinds issue with the customer and there is no love lost!