HORRIBLE CUSTOMER SERVICE RECEIVED FROM GOLDSTOCK'S SPORTING GOODS in NY

[dmc]

No it's not reasonable THEY screwed up, not the customer.

And you never made a mistake? ever? come on....

 

[deadheadskier]

Or he could just ban the person from his shop...

hell has frozen over

dmc is suggesting a ban

:lol:

 

[dmc]

hell has frozen over

dmc is suggesting a ban

:lol:

Another good one!!

 

[campgottagopee]

Well then you'd be as poor at customer service as this shop was, and you'd wind up with people ranting about you on the internet.

Hard to say for sure---sometimes there are "deals" that are better off not being done and sometimes, albeit rare, customers are wrong. It's the handling of these customers that becomes a fine line to walk.....sometimes telling them to go eff themselves is the only waty to go. In this situation that's not the case, but there are times.

 

[Riverskier]

And you never made a mistake? ever? come on....

Excatly, I am really. Mistakes happen, life goes on... An apology and a refund and the company has done theie job. Offering another pair of skis at cost is above and beyond.

 

[mlctvt]

And you never made a mistake? ever? come on....

Sure I have, but I make it right. If the customer is not happy they didn't make it right.

 

[hammer]

Agreed!

Glad my customer don't threaten to steal from me either.....

Missed that part...was it true that there was a threat to keep the skis without paying for them?

Getting irate as a customer is one thing...threatening to keep something you didn't pay for is another thing entirely.

In any case, the shop should not tell the customer off...as difficult as it is...

 

[jaywbigred]

And you never made a mistake? ever? come on....

We have all made mistakes, and its not always WHAT you do to repair them that is important, its HOW you go about doing it. A well written apology note is often much more valuable/meaningful than 3 dozen flowers with no note.

Hard to say for sure---sometimes there are "deals" that are better off not being done and sometimes, albeit rare, customers are wrong. It's the handling of these customers that becomes a fine line to walk.....sometimes telling them to go eff themselves is the only waty to go. In this situation that's not the case, but there are times.

I agree with you Camp, I'm sure there are times where that is the only recourse...and I agree with that this case doesn't seem like that time.

Excatly, I am really. Mistakes happen, life goes on... An apology and a refund and the company has done theie job. Offering another pair of skis at cost is above and beyond.

I'm not so sure she got an apology, and I'm not sure the offer of the skis does much to help, despite its generosity, if its done in a way that upsets a person...as I wrote above "a well written apology note is often much more valuable/meaningful than 3 dozen flowers with no note."

You see it all the time as a mediator...people don't fight over money or items...they fight out of emotion. In the big asbestos cases they found that lots of widows didn't really care about big settlements with their deceased spouse's employer. What they really wanted was a heart felt apology and an admission of wrong doing. The so called "million dollar apology" (in that it saved the employer a million bucks just by saying "we're sorry" in a heartfelt manner).

 

[dmc]

Sure I have, but I make it right. If the customer is not happy they didn't make it right.

The dude tried to make it right! what does he have to do - give her his first born?

 

[Riverskier]

Sure I have, but I make it right. If the customer is not happy they didn't make it right.

Your living in a fantasy land. Some customers will never be happy and sometimes it is unreasonable to do what is necessary to make them happy. If you have 100% customer satisfaction in whatever business you are in, you are definitely the exception and not the norm.

 

[campgottagopee]

Sure I have, but I make it right. If the customer is not happy they didn't make it right.

I understand and hear ya, but sometimes NO MATTER WHAT you can't satisfy everyone. Again, not in this case, but there are some people who will never be happy, never ever.

 

[Riverskier]

I'm not so sure she got an apology, and I'm not sure the offer of the skis does much to help, despite its generosity, if its done in a way that upsets a person...as I wrote above "a well written apology note is often much more valuable/meaningful than 3 dozen flowers with no note."

According to the shop owner she did get an apology. In your prior post you critisized myself and others for judging the situation without hearing the conversation. It sounds like you are doing the same. After reading the OP and the reply from the shop, and trying to read between the lines, I tend to believe the account as detailed by the shop owner, though the truth probably lies somewhere in between. It seems you tend to believe Jerseyrob's account. But ulitmately this is all speculation on both of our parts, as we didn't hear the conversation.

The bottom line though, IF the shop owner did apologize and offered solutions and the customer was still upset, what more should he do? The fact is, no matter how hard you try to right a wrong some people are still going to be upset.

 

[jerseyrob]

Missed that part...was it true that there was a threat to keep the skis without paying for them?

Getting irate as a customer is one thing...threatening to keep something you didn't pay for is another thing entirely.

In any case, the shop should not tell the customer off...as difficult as it is...

After being talked down to once already as a paying customer, my wife was annoyed and stated "You know, I didn't even have to call you guys to inform you that you sent us a pair of 2010 Shadows for the price of 2009 Shadows", to which he replied to with the having your credit card info statement. There was no threat to keep these skis without paying the remainder. We don't even want them!!! If we wanted them we would have ordered them in the first place!!

BTW - return shipping label will "get to me shortly" as per the rep. Just ordered the 2009 from a larger internet site for fifty dollars more. This is the last time I'll let my wallet make my decision on where to spend my money.

 

[2knees]

And you never made a mistake? ever? come on....

i thought i was wrong once....

 

[mlctvt]

Your living in a fantasy land. Some customers will never be happy and sometimes it is unreasonable to do what is necessary to make them happy. If you have 100% customer satisfaction in whatever business you are in, you are definitely the exception and not the norm.

I guess I live in LA-LA land then.
My company has made errors when quoting jobs but we honored our price even though it cost us thousands of dollars. That's probably why I think a measily $200 for the set of skis is no big deal. Hell I would have probably given the customer the skis to cover our error. Then the poster would have been on this site telling us what a great ski shop it was. . .

 

[dmc]

I guess I live in LA-LA land then.
My company has made errors when quoting jobs but we honored our price even though it cost us thousands of dollars. That's probably why I think a measily $200 for the set of skis is no big deal. Hell I would have proabably given the customer the skis to cover our error. Then the poster would have been on this site telling us what a great ski shop it was. . .

So pay her off so she shuts up... great....

Maybe people don't have $ like you do...

 

[hammer]

After being talked down to once already as a paying customer, my wife was annoyed and stated "You know, I didn't even have to call you guys to inform you that you sent us a pair of 2010 Shadows for the price of 2009 Shadows", to which he replied to with the having your credit card info statement. There was no threat to keep these skis without paying the remainder. We don't even want them!!! If we wanted them we would have ordered them in the first place!!

BTW - return shipping label will "get to me shortly" as per the rep. Just ordered the 2009 from a larger internet site for fifty dollars more. This is the last time I'll let my wallet make my decision on where to spend my money.

Thanks for the clarification.

 

[jaywbigred]

According to the shop owner she did get an apology. In your prior post you critisized myself and others for judging the situation without hearing the conversation. It sounds like you are doing the same. After reading the OP and the reply from the shop, and trying to read between the lines, I tend to believe the account as detailed by the shop owner, though the truth probably lies somewhere in between. It seems you tend to believe Jerseyrob's account. But ulitmately this is all speculation on both of our parts, as we didn't hear the conversation.

The bottom line though, IF the shop owner did apologize and offered solutions and the customer was still upset, what more should he do? The fact is, no matter how hard you try to right a wrong some people are still going to be upset.

I agree that neither of us was on the phone and you certainly have a point there. But I just feel a lot of people are focusing on "was what she offered fair?" That's not really the point. There is more to customer service than just coming up with a fair fix for a mistake you made. "Oh, the shop was totally reasonable and fair with that offer!" does not address what happens when the shop rep is an a-hole in delivering the fair and reasonable offer.

 

[campgottagopee]

I guess I live in LA-LA land then.
My company has made errors when quoting jobs but we honored our price even though it cost us thousands of dollars. That's probably why I think a measily $200 for the set of skis is no big deal. Hell I would have probably given the customer the skis to cover our error. Then the poster would have been on this site telling us what a great ski shop it was. . .

It's all relative---if you're quoting a 2 million dollar project a couple grand is no big deal......if you're selling a 150 dollar pair of skiis 30 bucks is a big deal, but I agree that the shop should've eaten the 30 bucks....it's just good "form".

 

[jerseyrob]

I agree that neither of us was on the phone and you certainly have a point there. But I just feel a lot of people are focusing on "was what she offered fair?" That's not really the point. There is more to customer service than just coming up with a fair fix for a mistake you made. "Oh, the shop was totally reasonable and fair with that offer!" does not address what happens when the shop rep is an a-hole in delivering the fair and reasonable offer.

Ding! Ding! Ding!
We have a winner!!!