Customer Won't Respond/Get Products

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Discussion Overview

The thread discusses a situation where a consultant is struggling to get in touch with a customer who has not responded regarding her purchased products, which are currently with the consultant. Participants share various personal experiences and suggestions on how to handle the situation, including communication strategies and considerations for the customer's circumstances.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Exploratory

Main Points Raised

  • One participant, identifying as a consultant, expresses frustration over a customer's lack of communication regarding her products, which have been with the consultant for several weeks.
  • Another participant suggests calling the customer and setting a deadline for response, indicating that the products may need to be returned if there is no contact.
  • Several users mention the idea of leaving the products on the customer's doorstep if she lives nearby, but some caution against this due to potential disputes over delivery.
  • One participant shares their experience of holding onto products for a long time, suggesting that life circumstances may prevent customers from responding promptly.
  • Another participant emphasizes the importance of sending a note to the customer, offering to arrange a pickup or delivery, while also mentioning the possibility of a refund if the customer no longer wants the products.
  • Some participants note that customers may be dealing with personal issues that affect their ability to communicate, suggesting patience in these situations.
  • One participant raises concerns about potential chargebacks if the customer does not respond, highlighting the need for clear communication.
  • Another participant suggests contacting the host of the party to facilitate communication with the customer.

Areas of Agreement / Disagreement

Views differ on the best course of action regarding the products. Some participants advocate for holding onto the products and being patient, while others suggest returning them if there is no response. No clear consensus emerges on the best approach.

Contextual Notes

Participants share personal experiences and strategies based on their own interactions with customers, reflecting the varied nature of customer relationships in the consultant community.

Who May Find This Useful

Consultants facing similar challenges with unresponsive customers may find the shared experiences and suggestions relevant to their situations.

jenapc
jenapc
Messages
20
I have a customer who does not return my phone calls nor will answer my call it if someone in her home does. What should I do? Her products have been sitting here for several weeks. Meh! :yuck:
 
Give her a call and let her know that if you don't hear from her by x date (I would give her another 4 days) then you have to send back her order. She will get the money from the products back and HO will pay to ship it (unless you have had it for more than a month).
 
Do you know where she lives? Maybe you can go leave it on her doorstep if she's not too far from you. Give her a call and let her know it'll be on her porch if you don't hear from her.


I also like Kate's idea. My idea would be Plan B if it were past the 30 days.
 
  • Thread starter
  • #4
I think she lives in a gated community because the area she lives in is almost entirely gated subdivisions. I'll try and call her again in a couple of days, and let her know if she doesn't respond I'll return her products. I will hate doing that, but I guess I have to do what needs to be done.
 
In a situation like this, I would absolutely NOT leave the products at her home. She could claim it was never received, and where you are having such difficulties, that would not good. The idea of telling her you are returning the products is by far the best plan.
 
Is it paid for?
If it is, I'd put them away for her. It is a busy time for people and she may be dealing with a family crisis. Drop a card to her with your business card she may not be getting messages from who ever is answering the phone
 
I agree with Teresa... if she has paid for them, yes it is a hassle for you to have them in your home but really it is she who is out the money. I would send her a note that you have the products and would like to arrange for a mutually agreeable time for her to pick them up or for you to drop them off. Tell her that if she no longer wants them you can send them back and get her a refund but that you need to know by such-n-such date. If it really bugs you, pop them in a box, get delivery confirmation, and send them to her. Yes it would cost some money but if it is currently costing you mental energy then figure out what the trade off is.
 
I've had people who have ordered (and paid for) that have taken several weeks to get in contact with. Life comes up for people - they may not think to call you back at a convenient time - maybe they think about it at night and forget by the next morning. I doubt she is really trying to blow you off. I wouldn't send it back if she already paid for it - just hold onto the products and drop her a note and she'll contact you eventually (remember it's back to school for many or maybe she was on vacation in August)
 
  • Thread starter
  • #9
Well, I know she has been home a few times when I called but was "busy." Her daughter would talk to her while I was on the phone. I've left messages. I'll try sending her a card/note, and call her again in a couple of days.

She has already paid for the products, but what I'm afraid of is her having her bank charge it back or whatever. I don't want problems for either of us, and this is the first customer I encountered that wasn't very interested in getting her products - despite my willingness to drop them off or meet her somewhere.
 
Did she order a lot? Maybe she needs to be sneaky and bring it in when DH isn't around? :angel: Because, honestly, how many of us women buy things we don't want DH to know about? :D
As far as the bank thing goes....did she pay by CC or check? If by CC, she can dispute it by claiming she never received the products. If it was by check, it has already cleared and she can't do anything about it once the check has cleared. Hope that puts your mind at ease a little! Good luck! ;)
 
While I agree that most likely this customer just has "life" happening, I'd also cover my butt if it's been several weeks. I'd send a note, but send it registered or certified (I've never had to do this so I'm not sure of the right term, but send it the method in which someone has to sign showing the letter was received). I'd be very nice in the note, of course, just telling her that I've been trying to reach her and wanted to make sure she knew her products were sitting at my house. I'd also let my director know the situation, just in case she'd call HO and complain of "poor service".

I know you didn't do anything wrong, and most likely she's just forgotten or whatever, but unfortunately some people are just mean. We've seen it from experiences some have expressed on this forum, and I'd hate for you to get caught up in that kind of situation when clearly you're trying to be helpful.

Good luck!
 
I would just hang onto the products. I would send her a note telling her that you have to products and for her to call you to arrange pick-up/delivery. That would be it. I doubt that she will do a charge-back. If she does, then just sell the products that she bought.

Did she order directly from you?

If she was a guest at one of her friends shows, there is the possibility that she just ordered products to support the host - and she is not in a rush to get them!

Good Luck!!
 
I agree with the others who say send it back. It sounds to me like she is blowing you off if she is there when you call but won't come to the phone. The next time I would say that if you don't hear back from her then you will have to send them back. I know that I have so much "stuff" around my house, I don't need to be a storage unit for others!:D

The other thing you could do if you don't want to send them back is get in touch with the host and give them to her. Maybe the guest will respond better to her friend. People can be wierd sometimes!
 
Send a note. Hold her stuff. Life gets really busy sometimes and I know this is hard to believe, but not everyone gets as excited about new pampered chef products as much as we do! :)
 
Rebeccascabinet said:
Send a note. Hold her stuff. Life gets really busy sometimes and I know this is hard to believe, but not everyone gets as excited about new pampered chef products as much as we do! :)
Click to expand...
Bite your tongue! ;)
 

Frequently Asked Questions

What should I do if my customer isn't responding to my messages about their order?

If a customer isn't responding, try reaching out through different channels, such as email, text, or social media. Keep your messages friendly and concise, and consider following up after a few days. Sometimes, a gentle reminder can prompt a response.

How can I ensure my customer receives their Pampered Chef products on time?

To ensure timely delivery, always provide accurate shipping information and double-check the order details before processing. You can also track the shipment and keep your customer informed about the delivery status to alleviate any concerns.

What if my customer claims they didn't receive their products?

If a customer claims they haven't received their products, first verify the shipping details and tracking information. If the package shows as delivered, advise them to check with neighbors or their local post office. If it’s lost, you may need to contact Pampered Chef customer service for assistance with a replacement.

How can I handle a situation where a customer is unhappy with their product?

Listen to your customer's concerns and empathize with their situation. Offer solutions such as exchanges, refunds, or replacements, depending on the company's policies. Providing excellent customer service can help retain their trust and loyalty.

What are some tips for improving communication with customers?

To improve communication, establish a regular follow-up schedule, use clear and friendly language, and personalize your messages. Additionally, consider using customer relationship management (CRM) tools to keep track of interactions and preferences, ensuring a more tailored approach.

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