Is Dealing with Rude Customers at a Farmer's Market Booth Common?

[DessertDivaFL]

Hello, it has been a while since I posted here but I just needed to vent some frustration.

I have been doing a weekly booth at our local farmer's market since mid-October. This is my first time doing it as in previous years it was another consultant.

Every Saturday I get at least one person who comes up to my booth and says, "My <product> broke. I get another one because they all have lifetime guarantees, right?" When I explain that isn't true and which products do have the lifetime guarantee they ALL say, "That's not what I was told."

Holy cow! Who has been telling them this??? I said that other direct sales companies have lifetime guarantees but their high prices reflect that. You wouldn't believe how many ladies think the Mini-Serving Spatula has a lifetime guarantee.

Is it me or are they crazy? Did Pampered Chef ever offer lifetime guarantee on everything?

Thanks for letting me rant! You guys rock!

 

[pampered Ruth]

I think we all get mixed up and forget sometimes. They just hear lifetime guarantee for some items and think it applies to all of our wonderful items. You just need to clarify kindly and they will accept. Who offers a lifetime guarantee on am inexpensive item like that? It would cost more to mail back than it is almost worth. I don't mean quality cheap as that is one of my favorite items , I mean price wise.

 

[raebates]

I'm so sorry. It's something I've dealt with over and over. I usually assume people have us mixed up with other companies, but I've heard of consultants who mistakenly tell their customers that PC has a lifetime warranty.

 

[chefcharity]

I was looking through some older catalogs the other day and the warranties were not always printed as clearly as they are now. I really had to look to find some of them and others were not listed at all. I am so glad they went to the dot system where we can easily find them when needed.

 

[chef131doreen]

It's not you it happens to us all..... How people think that EVERYTHING has a lifetime garentee is unbeliveable. If that where the case then all kitchens should only have PC procucts and nothing else . The best is when they bring the broken products to parties and expect you to return it for them ........

Oh No ...........I say you hold the products and I will call you with the Ref # so you can send it back I almost have to lie and say PC would rather you send it back not me or they will think it's not for a customer

 

[scottcooks]

They are actually showing concern, in a twisted funky way. Bottom line: they CARE about PC - take advantage of it!

Hand them a replacement parts order form and tell them to send the broken product with their sales receipt to the address on the form, if it's within the guarantee period listed on the receipt. (98% of the time, they back off with 'oh, it's way beyond the guarantee period). Or, that they don't have the receipt, don't know the consultant, don't remember the host, yadda yadda yadda.

Then step them up to put their money where their big mouth is... remember, they are the ones who brought it up! So did you want to replace it for full price, for half price, or for free?

Some consultants knock off shipping or 10% on replacement items for good customers.

Point out to them that there is no shipping cost on the replacement part orders, too.

This approach puts you in charge (of your business) and the customer's response. The best thing is to have those replacement parts forms printed and ready to give to them - makes them responsible for their own situation, and gets you out of the mail-n-more business...

 

[pampered1224]

Scott is SO RIGHT here!! Take advantage or if it concerns you to deal with them, it is very easy to give them two pieces of info, the Home Office's 800 number and the advice that they should contact the host or consultant from the party they attended as it will be much easier and faster for them to help. I sometimes have NO PROBLEM passing the buck back if it lets me avoid getting a major headache or having to do something that costs me money.

 

[PamperedchefDaly]

Hey Danielle--welcome back! No, you aren't crazy. I had one lady tell me that her kitchen spritzer no longer worked, and she wanted me to exchange it for her. She got it about 8 years ago!!!

People always think we have a lifetime guarantee on everything. I think they get that idea from Tupperware--one of the earliest home party companies--who has that lifetime guarantee. And that's why they bring broken products to parties. People assume (incorrectly) that all direct market companies are the same. Or, they are busy gabbing when we are demonstrating our cutlery or cookware, and they only hear the words "lifetime guarantee" and that's the only info that sticks with them. Scott has some good advice--take notes!

 

[esavvymom]

Hey Danielle--welcome back! No, you aren't crazy. I had one lady tell me that her kitchen spritzer no longer worked, and she wanted me to exchange it for her. She got it about 8 years ago!!!

People always think we have a lifetime guarantee on everything. I think they get that idea from Tupperware--one of the earliest home party companies--who has that lifetime guarantee. And that's why they bring broken products to parties. People assume (incorrectly) that all direct market companies are the same. Or, they are busy gabbing when we are demonstrating our cutlery or cookware, and they only hear the words "lifetime guarantee" and that's the only info that sticks with them. Scott has some good advice--take notes!

Which is really quite funny - especially to anyone who's ever had to try to replace something with Tupperware! If they aren't changing the style or color, they say it's up to the individual consultant, etc. (Read the stories on another thread about it....)

 

[jbondr]

If I were more creative I would come up with a flyer to hand these customers with guarantee information and PC contact info. Just general stuff. Any ideas?

 

[raebates]

Most of the information you'd need is on the back of our receipts.

 

[DessertDivaFL]

Thanks everyone for your supportive words and advice. I will try these ideas this Saturday at my booth. I have a new recruit with me so I think this will be good for both of us. Thanks again!

 

[pamperedchef88]

Hello, it has been a while since I posted here but I just needed to vent some frustration.

I have been doing a weekly booth at our local farmer's market since mid-October. This is my first time doing it as in previous years it was another consultant.

!

So I know this is off topic but has this been a sucessful and worthwhile thing to have a booth at the farmers market and what all do u do there? Do you do a demonstration or just anwser question?