Did I Do The Right Thing?

[kittyluv4ever]

Hi Y'all,
I would like your opinions on something that happened to me yesterday while packaging a purchase. I accidentally dropped a bead and chipped a small part off of the edge. I have sent the person who purchased it the offer of a full refund or to remake a bead similar to the first one. I also offered up a free second bead like the first one or a couple of small ones to match the remake or choice of any bead regardless of price in my store. I also gave the options of any special request bead. I also most definitely apologized as well. Did I do the right thing? I really want anyone who purchases from me to be not only pleased with their purchase but with customer service as well. Did I make a good enough offer or should I have done more? Thanks in advance for your advice!

[momoharley]

Accidents happen, any reasonable person will think your offer is more than generous. I personally would be thrilled with that offer. Not only because you were honest and didn't just remake the bead, but because you are going above and beyond to ensure customer satisfaction. We need more of that!
Ann:biggrin:

[Sue in Maine]

The only thing "more" that I can think of for you to offer is to sell your house, move next door to them and babysit their kids for free! Relax, you were right on target. You didn't play games. You didn't send a chipped bead and claim the mail did it. You DID make honest offers giving them their choice of how you can fix the situation to their satisfaction. I'd buy from you in a heartbeat with customer service like that. Ya'dun good.

All the best,

Sue

[Lisa]

If I buy something will you break it and then offer me this great deal too? You did fine -- it's a fair offer, and if the person doesn't accept or gets upset then even moving next door for babysitting wouldn't satisfy them, so just shrug it off. Lisa

[rverk47]

i think you went above and beyond, if they aren't happy with your offers, i don't believe they could be made happy..i agree with the above post break something i bought i'd love your offers!!!!!!!!!!!

[DawnT]

The only thing "more" that I can think of for you to offer is to sell your house, move next door to them and babysit their kids for free! Relax, you were right on target. You didn't play games. You didn't send a chipped bead and claim the mail did it. You DID make honest offers giving them their choice of how you can fix the situation to their satisfaction. I'd buy from you in a heartbeat with customer service like that. Ya'dun good.

All the best,

Sue

:lol: :lol: :lol:

Donna you went above and beyond =D> .

[glassactcc]

I think I want to buy a bead from you and have it break. I have had that happen before to me too. Isn't it an awful feeling? I have always told the customer though, even if the chip was microscopic. You did perfect.

Cynthia

[josielv]

i think the person should be more than happy with your offers!! i would be

[GlassGalore]

I'd be more than satisfied with your offers to make it right, and however 'bummed' I was about the accident in the first place, you'd get nothing but HIGH marks from me for your great customer service and honesty !

[FourTailsLampwork]

Ditto from me. Things like that happen--you done good, keed!

[bubblebabeuk]

You did right! good going!

[G.L.McBead]

Well done.

[NLC Beads]

Excellent answer, you should have no guilt or second thoughts.