Director Ugh...i Think I Handled This Correctly

[ChefLisa]

Okay, I am looking for some validation.

I just had a customer call me from a show in March. She does not like her Rectangle Stone. She told me she tried it out back then, but put it in the box and is just now getting around to contacting me about exchanging it.

I provided her the phone number to Pampered Chef so she could make the exchange directy with them. I asked if she has the receipt and she is not sure, she was going to check when she got home. She will contact me if she needs a new one.

She commented about having to pay to have the stone shipped back to Pampered Chef. I mentioned the 30 day policy. I do hate that she has to pay to have it shipped back, but do not feel responsible for needing to send it back for her. However, there is that little part of me that feels responsible since I did not do out of the box calls to make sure everyone liked their products.

Okay, I feel better, I just checked my morning after the show email and I definitely mentioned the 30 day policy. The email also definitely went to the customer.

Even though I am a Socializer, the Relator in me just hates when this happens!

 

[kcjodih]

you did exactly what you should have done. If she knew she didn't like it 4 months ago, she should have let you know then.

 

[DebPC]

I agree! Our customers have to shoulder some of the responsibility sometimes.

 

[chefkathy]

I think you handled it just fine.I had a customer who bought a Bar Pan once, only to find out later a few months later that she already had one. She had not used the new one yet and was not crazy about having to pay to ship it back for an exchange. She told me she wanted the Round Stone with Handles instead and I just so happened to have an extra one at home (SAT/Dir package from last time) AND I happened to be doing a show in her town that weekend, so we did a swap. The Bar Pan is my favorite anyway, so now I have two. So it worked out for both of us. But if we didn't do the swap, I would have expected her to either keep the Bar Pan or pay to ship it back herself.

 

[finley1991]

I always think of it like this: Is the manager from her local Target going to drive to her house to pick up a product and take it back to the store to exchange/return it for her?Then we shouldn't be expected to do it either.

 

[chefkathy]

Great analogy Colleen.Or if she ordered online from W-S or elsewhere, are they going to pay her to send it back? NO!

 

[ChefLisa]

Thanks everyone!

I feel much better!