Crazy patient of the day!
This women comes in yesterday with a bag of parts from a eyeglass chain; tells us she bought it 2 years ago and it broke. She wants it replaced or fixed at n/c.
We look it up in the computer and it does not exist! They leave it for me to deal with today.
I get a call first thing this morning and she is demanding the manager; I ask who she is and how can I help her, after telling me 5 times she needs to speak to the manager I tell her I am the owner. She proceeds to tell me that she paid $30 for the cord 2 years ago- we cannot find in the computer at all- and the last one she bought lasted 8 years, so I should give her back $15.
I told her she was goofy and she insisted that since we are a high-end shop we should stand behind the cord and give her her money back.
I feel better now.
I treat everyone the same and crazy get's no special treatment at Eyetopian Optical.
Quote:
Originally Posted by
Barry Santini
For what the cost of that chain represents, I would just comply, rather than have an adversary event in the store.
But that's me.
B
You know me better than that; I am in the luxury business and we do not let cheap, complaining crazy people make us change our core philosophy of win/win! If every transaction is not going to end in a win/win, we do not do it.
The lady could not even show she purchased them from me or could we find her record, she did not even buy it from me. I have sold 8 frames in the past month that where over $3,000.00 each and I guarantee none of those clients would ever bring in a bag of beads and sand telling me to give me 1/2 the money back after a few years!
I cannot deal with a consumer in a manner in which I personally would never do or condone in my personal life, so yes the lady is upset :furious::furious: and she can tell all her friends what poor service levels we offer.
By the way, we just had our best month ever by doing it the Eyetopian way of win/win so we will continue to not allow cheap crazy folks to cause us to venture to a lose/win scenario. It does not work for me or my business model.
Craig