Wahm Forum - Your "Work-at-Home Moms" Support Group

Posted: Wed Aug 22, 2007 2:56 am

On Friday, I would like to blog at MommyRevenue.com on "dealing with customer complaints". Please share your experiences (and tips) on dealing with customer complaints.

Posted: Fri Aug 24, 2007 6:37 pm

so far haven't had any complaints!
whopeeeeeeeeeeee
a year+ for Affordable Mineral Makeup and no complaints!
Tara

Posted: Fri Aug 24, 2007 7:43 pm

That's great, Tara!!!!!

Well, I'm keeping this topic open for a couple days longer to see if anyone wants to add their thoughts. I've got a meeting scheduled today, so I'm delaying this topic for now.

Posted: Sun Aug 26, 2007 7:37 pm

I've only had 1 customer complaint recently from a hostess who had chipped her dinnerplates. If a piece of stoneware pottery arrives in your shipment cracked or chipped. I will immediately replace the item through Home & Garden Party & the Hostess will recieve a full set of dinnerplates. However, in this case the Hostess was not very gentle with her stoneware, as far as use goes- so I gently explained to her that she needs to treat her stoneware the way she would want her stoneware treated-this insures minimal wear on the dinnerware & will last for years to come. I also need to offer that Home & Garden Party products are never sent to a customer or Hostess chipped or broken. For the most part- it's usually the shipper who damages the product but other than that I have NEVER had a customer complaint in my 4 years of doing business with Home & Garden Party.

Rosalee Decker
Home & Garden Party
http://www.homeandgardenparty.com/Home?webid=Rosaleedecker
1-360-458-5680
This is the Day that the Lord has made; we shall rejoice & be glad in it

Posted: Sun Aug 26, 2007 9:28 pm

Rosalee,

There are times that problems arise which are outside of your circumstances. Sometimes the post office is at fault.

For those who ship their own products instead of a company doing it for you, it's probably best to charge for shipping insurance on highly priced items. When I did ebaying, I usually paid extra to track the shipping so that the customer couldn't claim that they did not receive my items.

So, I guess we can conclude that part of keeping customer complaints down to a minimum, one should do some careful pre-planning on forseen obstacles such as shipping. And offering a clear definition on product sizes, colors, etc. so that there are no disappointments or surprises once the products arrives at the customer's home.