Dumb! Should I Offer Her Something, or Just Contact the Host?

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Discussion Overview

The thread discusses experiences related to handling customer inquiries about product deliveries after fundraisers, particularly when products are shipped to hosts. Participants share their reactions to customer complaints and the communication strategies they employ in such situations.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Exploratory

Main Points Raised

  • One participant recounts a situation where a customer inquired about their products, expressing frustration at being accused of mishandling the order.
  • Another participant shares their experience of addressing similar inquiries by providing shipment status and tracking information to customers, which they believe enhances professionalism.
  • Several participants mention the importance of communicating with the host to ensure they are aware of the situation and may need assistance with deliveries.
  • One participant notes that they only offer compensation when they feel responsible for the issue, as they worry it may imply guilt otherwise.
  • Some participants reference advice given at conferences about managing customer expectations regarding delivery timelines.

Areas of Agreement / Disagreement

Participants generally agree on the importance of clear communication with both customers and hosts, though there are varying opinions on when to offer compensation for delivery issues. No clear consensus emerges on the best approach to handling such inquiries.

Contextual Notes

The discussion reflects personal experiences from participants who are consultants, highlighting the challenges of managing customer expectations in the context of fundraiser orders.

Who May Find This Useful

Consultants who encounter similar situations with customer inquiries about product deliveries may find these shared experiences and strategies relevant.

C
chelynn
So I did a huge fundraiser at the beginning of August, tons of online orders where I didn't have much contact with the customers, only by e-mail. The order was delivered August 16th. Tonight I get this e-mail, one line, from one of the online customers that says...

"Where are our products???"

Ugh. She had them shipped to the chairperson, so probably at her house! Please, accuse me of stealing your money and not giving you anything. Arg! I wrote her back and said I would call the host ASAP to find her products, and that I would mail her a SB on Monday.

But I really just wanted to yell at her, LOL! What would you have done?
 
You did the right thing. As a matter of fact, you didn't even have to offer the SB, but that was good customer service on your part.
I have only had a host do this one time - so when the customer called me and asked where the products were, I told them that they had been delivered 2 weeks earlier to the host and that they must not have gotten around to delivering them....put it, nicely, on the host.
 
ljeffries said:
You did the right thing. As a matter of fact, you didn't even have to offer the SB, but that was good customer service on your part.
I have only had a host do this one time - so when the customer called me and asked where the products were, I told them that they had been delivered 2 weeks earlier to the host and that they must not have gotten around to delivering them....put it, nicely, on the host.
Click to expand...

My thoughts exactly :) When I get emails like this (or a phone call) I immediately go to shipment status and get exact date and time of delivery. I then give that info to the customer. That kind of information makes us look more professional AND takes the "blame" off of us. It also gives the customer something to go on when they contact the host.

I only offer something when it's my fault. Sometimes I worry that if I offer them something when it was out of my hands, I will look guilty.

I'd follow up with the host. She might be overwhelmed with the size of the fundraiser. Encourage her to get help or offer your help. I'd let her know that someone has contacted you regarding their order. Unfortunately, in cases like this...instead of wondering why the host hasn't delivered the stuff, people will think YOU did something wrong!
 
At conference, one speaker will always tell guests that they should expect their items within two weeks of the show closing (give a closing date). She will then joke and say, "If Suzy host hasn't gotten them to you within two weeks, give her a call. Let her know it's your turn to use your new products"
 
I had the same thing happen with my huge July FR...just a week ago I got an email from someone looking for her stuff. I immediately wrote back with shipment statues and tracking info...and then I called the chairperson and left her a message. I got an email back from the guest 2 days later that she heard from the Chairperson.
 
lockhartkitchen said:
At conference, one speaker will always tell guests that they should expect their items within two weeks of the show closing (give a closing date). She will then joke and say, "If Suzy host hasn't gotten them to you within two weeks, give her a call. Let her know it's your turn to use your new products"
Click to expand...

I like that wording!
 

Frequently Asked Questions

Dumb! Should I Offer Her Something, or Just Contact the Host?

This question often arises in direct sales, especially in a party context. It's important to assess the situation. If the person is showing interest in the products, offering something like a special deal or a sample might entice them to engage more. However, if the host is the primary point of contact for the party, it’s best to respect that relationship and communicate through the host first.

What should I consider before reaching out to the guest?

Before contacting the guest, consider the host's preferences and the dynamics of the party. If the host has indicated they want to handle all communications, it's courteous to respect that. Additionally, think about whether the guest has expressed specific interest in the products or if they are simply attending to support the host.

How can I approach the host about a potential guest offer?

When approaching the host, be transparent about your intentions. You might say something like, "I noticed that [Guest's Name] seemed interested in [specific product]. Would you be comfortable if I reached out to her with a special offer?" This shows respect for the host's role while also addressing the potential interest of the guest.

What if the host is unresponsive?

If the host is unresponsive, it may be tempting to reach out to the guest directly. However, it’s still best to wait a reasonable amount of time for the host to respond. If you feel it's urgent, you could send a gentle reminder to the host first, or consider reaching out to the guest only if you have the host's blessing.

Are there benefits to offering something directly to the guest?

Yes, offering something directly to the guest can create a personal connection and may lead to a sale. It shows that you value their interest and are willing to provide them with exclusive offers. However, always ensure that this approach aligns with the host's wishes to maintain a positive relationship and avoid any potential conflicts.

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