topic Re: Surprising Response in Home

Surprising Response

pommom — Tue, 05 Sep 2017 14:36:26 GMT

I stopped by a small family owned shop nearby that offers essential oil products which opened recently. Bought a bottle of bergamot linen spray. Later in the day I sprayed my bed and waited a few minutes. No fragrance whatsoever. Bent down close to the bed - still no fragrance.

Sprayed again later that evening. Nothing.

Sprayed one last time the next day. Zip - zero.

I called the owner and shared my experience with him requesting a refund. He was very rude. He did not take this kindly. Quite condescending. Asked me if I shook the container. I said yes. He asked me what I was expecting and I told him I was expecting a nice, clean fragrance. He told me it was not perfume and I said I realized that, but to me it was watered down. (He mixed it for me.)

He went on to extole his experience with essential oils, blah, blah, blah. I informed him that I have dealt with essential oils since the '60s and knew from whence I spoke. That caused him to pause. He finally, but reluctantly, consented to a refund.

He lost my business. Very unprofessional reaction.

Went to Whole Foods for my fave Heritage Rosewater. Lovely.

Re: Surprising Response

esmerelda — Tue, 05 Sep 2017 16:59:12 GMT

Since you stopped by and bought it, why not stop by and make your case instead of calling? Then he could see/smell for himself what you are talking about and no doubt his response would have been different.

Re: Surprising Response

Pooky1 — Tue, 05 Sep 2017 17:03:52 GMT

does he realize a new business needs good word of mouth to help them get more people cming in. with his attitude he wont be open long.

Re: Surprising Response

pommom — Tue, 05 Sep 2017 22:32:54 GMT

@esmerelda

I did - had to - in order to get my refund. He was non-committal and begrudgingly gave me my refund. Did not apologize for the inconvenience.

Re: Surprising Response

TenderMercies — Tue, 05 Sep 2017 22:37:18 GMT

You should write a Yelp review. You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.

Re: Surprising Response

Tigriss — Tue, 05 Sep 2017 23:02:35 GMT

One word-------FACEBOOK---------Social media is the modern checks and balances for all people.

Re: Surprising Response

Hoovermom — Tue, 05 Sep 2017 23:26:53 GMT

@TenderMercies wrote:
You should write a Yelp review. You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.

As a small business owner, I would encourage you to rethink a negative Yelp review. A person-to-person talk may have resolved it rather than a phone call first. You don't know what was happening with him during your phone conversation and give him another try. It's tough trying to get a business off the ground these days. Social media is a good and bad thing these days.

Re: Surprising Response

Hoovermom — Tue, 05 Sep 2017 23:29:40 GMT

@Tigriss wrote:
One word-------FACEBOOK---------Social media is the modern checks and balances for all people.

Wow, that is a mouthful. I hope you live a blameless life where you never experience what you espouse.

Re: Surprising Response

TenderMercies — Tue, 05 Sep 2017 23:42:33 GMT

@Hoovermom wrote:
@TenderMercies wrote:
You should write a Yelp review. You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.
As a small business owner, I would encourage you to rethink a negative Yelp review. A person-to-person talk may have resolved it rather than a phone call first. You don't know what was happening with him during your phone conversation and give him another try. It's tough trying to get a business off the ground these days. Social media is a good and bad thing these days.

@Hoovermom As a small business owner, you should know that if a customer says they are unhappy with a product they've used for one day, the simple response should be, "I'm so sorry you're displeased with the product. I'm happy to give you a full refund." I don't care what he could have been going through during the phone call. The simple response above should have rolled off his tongue like he was on autopilot. Customer service is still part of successfully running a business.

Re: Surprising Response

stevieb — Tue, 05 Sep 2017 23:47:03 GMT

@TenderMercies wrote:
@Hoovermom wrote:
@TenderMercies wrote:
You should write a Yelp review. You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.
As a small business owner, I would encourage you to rethink a negative Yelp review. A person-to-person talk may have resolved it rather than a phone call first. You don't know what was happening with him during your phone conversation and give him another try. It's tough trying to get a business off the ground these days. Social media is a good and bad thing these days.
@Hoovermom As a small business owner, you should know that if a customer says they are unhappy with a product they've used for one day, the simple response should be, "I'm so sorry you're displeased with the product. I'm happy to give you a full refund." I don't care what he could have been going through during the phone call. The simple response above should have rolled off his tongue like he was on autopilot. Customer service is still part of successfully running a business.

Actually, it should be, but increasingly it's not...

Re: Surprising Response

Hoovermom — Tue, 05 Sep 2017 23:49:32 GMT

@TenderMercies wrote:
@Hoovermom wrote:
@TenderMercies wrote:
You should write a Yelp review. You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.
As a small business owner, I would encourage you to rethink a negative Yelp review. A person-to-person talk may have resolved it rather than a phone call first. You don't know what was happening with him during your phone conversation and give him another try. It's tough trying to get a business off the ground these days. Social media is a good and bad thing these days.
@Hoovermom As a small business owner, you should know that if a customer says they are unhappy with a product they've used for one day, the simple response should be, "I'm so sorry you're displeased with the product. I'm happy to give you a full refund." I don't care what he could have been going through during the phone call. The simple response above should have rolled off his tongue like he was on autopilot. Customer service is still part of successfully running a business.

Again, a phone call is not the way to address a complaint. As the saying goes, there are two sides to every story. Absolutely customer service is part of a successful company. You would be surprised at the (few, thank goodness) things people say at any given time which have no merit. The customer is not always right but you cannot respond in kind.

Re: Surprising Response

TenderMercies — Tue, 05 Sep 2017 23:49:41 GMT

@stevieb wrote:
@TenderMercies wrote:
@Hoovermom wrote:
@TenderMercies wrote:
You should write a Yelp review. You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.
As a small business owner, I would encourage you to rethink a negative Yelp review. A person-to-person talk may have resolved it rather than a phone call first. You don't know what was happening with him during your phone conversation and give him another try. It's tough trying to get a business off the ground these days. Social media is a good and bad thing these days.
@Hoovermom As a small business owner, you should know that if a customer says they are unhappy with a product they've used for one day, the simple response should be, "I'm so sorry you're displeased with the product. I'm happy to give you a full refund." I don't care what he could have been going through during the phone call. The simple response above should have rolled off his tongue like he was on autopilot. Customer service is still part of successfully running a business.
Actually, it should be, but increasingly it's not...

All the more reason for a Yelp review.

Re: Surprising Response

TenderMercies — Tue, 05 Sep 2017 23:52:26 GMT

@Hoovermom wrote:
@TenderMercies wrote:
@Hoovermom wrote:
@TenderMercies wrote:
You should write a Yelp review. You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.
As a small business owner, I would encourage you to rethink a negative Yelp review. A person-to-person talk may have resolved it rather than a phone call first. You don't know what was happening with him during your phone conversation and give him another try. It's tough trying to get a business off the ground these days. Social media is a good and bad thing these days.
@Hoovermom As a small business owner, you should know that if a customer says they are unhappy with a product they've used for one day, the simple response should be, "I'm so sorry you're displeased with the product. I'm happy to give you a full refund." I don't care what he could have been going through during the phone call. The simple response above should have rolled off his tongue like he was on autopilot. Customer service is still part of successfully running a business.
Again, a phone call is not the way to address a complaint. As the saying goes, there are two sides to every story. Absolutely customer service is part of a successful company. You would be surprised at the (few, thank goodness) things people say at any given time which have no merit. The customer is not always right but you cannot respond in kind.

You say the customer is not always right, and you're discouraging people from writing Yelp reviews? Things must be going great for you.

Re: Surprising Response

Hoovermom — Tue, 05 Sep 2017 23:54:16 GMT

@TenderMercies wrote:
@Hoovermom wrote:
@TenderMercies wrote:
@Hoovermom wrote:
@TenderMercies wrote:
You should write a Yelp review. You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.
As a small business owner, I would encourage you to rethink a negative Yelp review. A person-to-person talk may have resolved it rather than a phone call first. You don't know what was happening with him during your phone conversation and give him another try. It's tough trying to get a business off the ground these days. Social media is a good and bad thing these days.
@Hoovermom As a small business owner, you should know that if a customer says they are unhappy with a product they've used for one day, the simple response should be, "I'm so sorry you're displeased with the product. I'm happy to give you a full refund." I don't care what he could have been going through during the phone call. The simple response above should have rolled off his tongue like he was on autopilot. Customer service is still part of successfully running a business.
Again, a phone call is not the way to address a complaint. As the saying goes, there are two sides to every story. Absolutely customer service is part of a successful company. You would be surprised at the (few, thank goodness) things people say at any given time which have no merit. The customer is not always right but you cannot respond in kind.
You say the customer is not always right, and you're discouraging people from writing Yelp reviews? Things must be going great for you.

Have a great day.

Re: Surprising Response

TenderMercies — Tue, 05 Sep 2017 23:55:31 GMT

@Hoovermom wrote:
@TenderMercies wrote:
@Hoovermom wrote:
@TenderMercies wrote:
@Hoovermom wrote:
@TenderMercies wrote:
You should write a Yelp review. You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.
As a small business owner, I would encourage you to rethink a negative Yelp review. A person-to-person talk may have resolved it rather than a phone call first. You don't know what was happening with him during your phone conversation and give him another try. It's tough trying to get a business off the ground these days. Social media is a good and bad thing these days.
@Hoovermom As a small business owner, you should know that if a customer says they are unhappy with a product they've used for one day, the simple response should be, "I'm so sorry you're displeased with the product. I'm happy to give you a full refund." I don't care what he could have been going through during the phone call. The simple response above should have rolled off his tongue like he was on autopilot. Customer service is still part of successfully running a business.
Again, a phone call is not the way to address a complaint. As the saying goes, there are two sides to every story. Absolutely customer service is part of a successful company. You would be surprised at the (few, thank goodness) things people say at any given time which have no merit. The customer is not always right but you cannot respond in kind.
You say the customer is not always right, and you're discouraging people from writing Yelp reviews? Things must be going great for you.
Have a great day.

I will. Don't forget to put the phone back on the hook before you leave work for the day.

Re: Surprising Response

esmerelda — Wed, 06 Sep 2017 02:19:22 GMT

@pommom wrote:
@esmerelda

I did - had to - in order to get my refund. He was non-committal and begrudgingly gave me my refund. Did not apologize for the inconvenience.

@pommomSorry I wasn't clear. I meant you should have made your complaint in person.

When you went for your refund did he smell the product? Any conversation about it at all?

Re: Surprising Response

esmerelda — Wed, 06 Sep 2017 02:21:10 GMT

@Tigriss wrote:
One word-------FACEBOOK---------Social media is the modern checks and balances for all people.

And the source of outrageous, unfounded rumors that people are eager to believe that have ruined lives and businesses.

Re: Surprising Response

Snoopp — Wed, 06 Sep 2017 09:51:38 GMT

Can't these essential oils lose some of their strength and smell if old? I ask cause I bought a citrus oil spray and it barely smells when I spray it. I figured it was past its shelf life.

Re: Surprising Response

pommom — Wed, 06 Sep 2017 13:35:46 GMT

@esmerelda wrote:
@pommom wrote:
@esmerelda

I did - had to - in order to get my refund. He was non-committal and begrudgingly gave me my refund. Did not apologize for the inconvenience.
@pommomSorry I wasn't clear. I meant you should have made your complaint in person.

When you went for your refund did he smell the product? Any conversation about it at all?

He didn't even open the bottle. Made no eye contact. Was ticked off and made no bones about it. Acted like a petulant child who didn't get his way. Need I say I will never go back?

Re: Surprising Response

depglass — Sat, 09 Sep 2017 18:29:07 GMT

For the life of me I don't understand people like this. One lost sale beats the 15 he is going to lose because of his crappy attitude.