Retailer to Retailer: Customer service

This past year one of our furniture makers was purchased by another group. We had four outstanding orders that instantly fell to the bottom of the new company's to-do list. We communicated the issue to the customers immediately and gave them several options: They could cancel for a full refund, select other items from another company, or wait for the items with monthly updates from us. All of the customers were willing to wait because we kept in touch and they knew we were committed to getting them the items they wanted. — Kate Sultan, Modern Bungalow, Denver

We believe that you should always (1) communicate, (2) tell the truth, (3) do 1 and 2 in a timely fashion, and (4) be calm, courteous, respectful and understanding. Our worst nightmares with customers usually pertain to situations when something cannot be delivered as promised due to circumstances beyond our control. I have to say that in situations like this you have some indication early on (even if it's only a gut feeling) that there might be a problem. This is when we put the above formula into use. We communicate all along the way so the customer becomes part of the process instead of the last person to know. Most customers understand that "stuff happens" and if they feel that you have worked every inch of the way with them, they'll give you respect and understanding back. I should probably also add: (5) never promise something that you are not sure you can deliver, even if it means you might lose the sale. — Barbara L. Collins, The Whistling Elk, Chester, N.J.

Customers occasionally will bring back something they just purchased and tell us that it broke in the car or as they were carrying it into their home. We bubble wrap fragile objects and pack everything adequately for reasonable conveyance during a car ride. However, customers seem to think that we should replace the item or refund their money if breakages occur while the item is still in our wrapping. This just happened last week. A gentleman purchased a $225 decanter, I bubble wrapped it, helped him carry it to his car and watched him place it on the floor on the passenger side. He returned in less than half an hour and told me that when he began to lift it out of his car he could feel that it was broken in several pieces and that it continued to shatter as he carried it from his car to his house. I was speechless but refunded his money. His point was that if something was "that fragile" he didn't want a replacement, just a refund. At one point we had a line in our store policy that said, "We are not responsible for damages that occur to your purchases once they have left our premises." We later deleted that line, as it felt unnecessary, but it still happens! And every time I am amazed that people think that items in their own care are not their responsibility. — Abby Kerr, The Blissful, Canton, Ohio