Someone came in today and asked me to repair a shoe.
I listened... It turned out she bought the shoe 50% off in September. She told me it broke two weeks after she bought it, name dropped a mutual friend of ours who is also a shop owner, and then asked if there was anything I could do, and then alluded to the fact that she would be back at the store to shop again.
I try REALLY HARD to give good customer service, but I explained to her that the she was from Oct 2015 and that I could normally replace or repair defective merchandise but that we paid about as much as she did for the shoe, and that we are too small of a store to pay for repairs in perpetuity.
I briefly entertained offering to get the shoes fixed (which she did not bring but showed me a picture of) just to avoid conflict (to which I am averse) and to make the whole thing resolve, but then I sat and asked myself what I would do if I were in her position, and quickly realized I would have definitely just brought them to a shoe repair.
Advice? Do I just have a bad attitude? Does anyone have a policy regarding this at their shop? (Particularly if you don't make what you sell.... And particularly regarding sale merchandise or time constraints after date of purchase?)
Join Townsquared to see similar conversations and connect to your local business network.Join Today
We're all about empowering small business communities, and we know that means offline as well as online. That's why we regularly host get togethers to learn new skills, celebrate milestones, or simply provide a social space for local business people to meet their neighbors. Whether it's asking and getting answers to your questions, accessing local resources, or forming partnerships, discover how you can work smarter, together.
Proud Mary Coffee is a specialty coffee roaster and café—as well as educator and retailer—based in Melbourne, Australia. So what major city did this popular… Read more
Starting a business can be a scary proposition. You might be noodling on an idea for a long time before you actually take the plunge.… Read more