He dropped it

Signed-In Members Don't See This Ad
Seer

Seer

Member
Joined
Jan 3, 2009
Messages
1,895
Location
Surprise, Arizona
I recieved a very frantic email from a customer who said he dropped his pen and split it down the side. Unless you are looking close it is invisible but it is there. Anyways you thought he had lost his best friend so i went to look at it and see what could be done and the only thing is to replace the wood but here is my dilemma he recently got me a customer who bought 14 pens for a $500.00 sale so should I replace it for free or charge him for the wood (he has also bought 3 other pens and wants another) my feelings are to just reuse the kit and turn him a new piece and charge him for the new pen he wants and not for the replacement blank. What do you think?
Jerry
 
Signed-In Members Don't See This Ad
You may have a silent saleman working for you don't fire him when he give you so many pen sales. Give him a replacement pen you will be able to make it up down the road. Plus he will appreciate it for what you just done for him. Tell him this pen is on me this time, but say it nicely.
 
Yep, someone who values my work that much (beyond the purchase, I mean being broken up over it being broken up..) deserves to be taken care of in unusual circumstances....
 
Silly question:smile: Fix the pen for free. He's already brought you $500 in outside business and there is no better advertising than a happy customer. I've replaced pens for 1/2 price for people that have had them lost (or stolen) for half price and they come back for more. Since I've figured out the waterslide decal I put their name on it for free if it is a light coloured wood.
 
Last edited:
Tell him he's a pain in YOUR butt, and that you don't like ME, so he should become a pain in MY butt.

You'll feel great!!!!
 
Well, it looks like you have your answer! And I agree with everyone that has said to replace it for free! Anytime I have ever gotten a customer that sells that much for me, I always take care of them, but they never expect it, I like to catch them by surprise with something they really want but are debating it because of cost. That way when i give them what they really want, they are speechless. Therefore, spreading the word more about my products and showing them off! Its a win win situation!
 
I had already planned to replace the wood but when I walked in with a roll of duct tape his boss started laughing so hard it hurt. I was able to get it apart so the repair as you said is a no brainer.
Jerry
 
I'm like PADRE. Another complete new pen & repair the old one, and never give it a second thought. Having been in business for over 35 years & never spent a dime for advertising, I can tell you that you have a special customer there. Forget what you have tied up in the pen [which basically isn't much] & what he has done & will do for you in the future. Always put yourself in the customers' position. Plus--look at the profit you've already made off of him. Even if it turns out to be a few bucks less in the long run, some is better than nothing, which it would have been without him.
 
Chicken Wing

Well most times a good customer expects to pay when they do something wrong. And if you undervalue your materials and time and do it for "free" he may loose respect for you, or for your work. I would explain to the customer that his pen could be repaired like new and that because he is a good customer I would provide the materials at cost and only charge 50% of regular labor costs. That to me is a win win situation. We all deserve to be paid for our skills....But good customer relations are the key to any sale.



It a fine line.....

Dan
 
You must log in or register to reply here.
Back
Top Bottom