Wow, sorry this happened to you. I am also very glad to hear you stood your ground. Hope all comes around and works out for you. Don't let one couple ruin a fabulous business for the rest of your great clients.
Wow, sorry this happened to you. I am also very glad to hear you stood your ground. Hope all comes around and works out for you. Don't let one couple ruin a fabulous business for the rest of your great clients.
Sorry for the bummer clients. I had a customer call and APOLOGIZE!!!! Yes apologize for questioning my price to him vs the price his wife paid for similar products, but one digital vs standard. After he researched the digital lenses I gave his wife, he actually called and apologized and now wants som e for himself. For all of the bad apples that we have floating in and out of our lives, there are the few who suprise you.
I came, I saw, I left
A word you can give such customers: ESAD. You will learn someday on the internet what this means, it is the perfect reply for this.
Chip
I would laugh at them and trust me when I tell you that no one warrant any special considerations after 7 years and I would never do it.Originally Posted by CNG
Craig, I understand that a normal store would feel it is an outrageous thing for a customer to have beef after seven years but if they paid.. lets say 10k for the lenses and the frame as you have said in the past that your sales are that high, I think you would owe them at least a courtesy remake.
CNG
I did just replace a lens that a guy lost, but he has spent $8,000.00 in the past 12 months- new customer- and I have had a problem with that frame doing the same thing. it is a $2,400.00 frame and it should not get loose after 4 months.
I am all about fair!
They were single vision 1.67 with ar for $300 and they are now $350. The coating fell off after 6.8 years.
Wow after reading 3/4 ths of this story and if there would have been multiple choice of answers ranging from:
A). Threw them out!!!
B). Apologized profusely and remade for N/C
or
C). Sold the couple each a new pair of $10,000.00 glasses.
I swear with Craigs rep I would have picked C, this just shows that Craig does deal with some of the same clients we are all use to seeing (well.... I use to see anyway).
+1, Couldn't have said it better
I cringe every time my boss does this, or our boss's boss. Consumers have learned that If you ask for the person's supervisor enough times eventually you come to someone to believes that the customer is always right.
Cutco knives, which is why I gunning for a set for my wedding.
What's really bad is when they've heard a specific product's name and they won't be happy until they have it, nevermind that it doesn't make sense for them to have it. Like the lady I had yesterday who just HAD to have polygraph lenses because she wanted the thinest lenses she could get. Yeah she had a -8.50 ou. You try to explain, but they just don't listen. (which is when you document the cr*p out of everthing and write it on the file and hope that your boss doesn't decide to give them a refund anyway.)
Bart Smith, continuing to be awesome since 1982 so that you don't have to.
Love is a duet, each voice complementing each other and making them sound better than they would alone, each voice at times stepping back and letting the other shine. We've got a pretty good duet going Tina.
On April 28th, I'll be marrying my best friend. I can't wait!
Yep I have had pt's come in after 10years saying the last optician said the frame and lenses had a lifetime warranty. And to that I reply: “They are no longer here. That tells you how good they were.” The last optical I worked at was in a Red Light part of town.
Or you say progressives lenses and theysay: “They get dark out side.” and you say: “No those areTransitions.” and they say: “Oh they get stronger at the bottom?”
Or you get some dumb pt that callstemples legs and by the time you are done talking to them you arereferring to temples as legs too. Had that happen the other day. Our tecks were laughing at me all day.
Musta been Windex + paper towels...
B
this is one of many reasons i'm glad i'm not in retail anymore.
I think JC Penney can be blamed (somehow) for this, with his saying "The customer is always right." And its corollary, "Even when he's wrong, he's right."
Personally, I think that's a load of (insert your fav deleted expletive here) dingo kidneys (and apologies to dingos).
Anyone who has been in retail more than 5 minutes knows that the customer is usually right, but you still have to cross the t's and dot the i's. Fortunately, its only about 20% of the customers who are not right and only about 5% of THOSE who are like the ones referred to above. It makes a person wonder why these people get such a head of steam going over such a small matter as this, to the point where they seemed ready for a physical confrontation. Me, I would have called the cops as soon as voices were raised. This is your place of business, and you have welcomed them in, but that welcome can be withdrawn at any time, and if they refuse to leave, a simple call to 911 usually makes even the most obstinate fool depart for other pastures.
I spoke with the newspaper writer and she is going to call the customers to get their side of the story and let her readers decide who is correct. She though this was a great opportunity to write an article that the customer is only correct 90% of the time while the business cannot be expected to take care of the last 10% as well!
It should be interesting and I will post the article.
Craig...I feel your pain. You now know one of the major reasons why I left the optical business (for awhile) and especially the west coast of Florida. There are some truly crazy people there ( I'm on the Board of Directors of NAMI, so I know crazy when I see it). STAND YOUR GROUND! The customer is not always right and usually, they are wrong. Your establishment has a great rep with other optical people in SW Fla, so don't sweat it. Good Luck!
"Coimhéad fearg fhear na foighde"
We don 't do hearing aids too!! But since our opticians board got thrown in with the hearing aid one maybe we should!
Old lenses cost her $300, the new price is $350, after prorating the price over 7 years she owes $350 and of course I would stand behind it for that price, come back in 7 years and we'll prorate the new lenses again. Or if she wanted I would only charge her wholesale + my time and labor which would have rounded out to around $350. Or option #3, I could have credited her the price of the frame towards a slightly used frame from the donation box with new lenses at the discounted price of $350. Sometimes it's mroe fun to fight crazy with crazy. Sorry it had to ruin a good friday.
Heh. Very true. ;) Maith thú
I would love to be a fly on the wall for this conversation if it could possibly occur. it would be hilarious! :)
"Strictly speaking, there are no enlightened beings; only enlightened activity." -Shunryu Suzuki
I would have to be wearing a visor hat and cruching the numbers on an old school calculator with the printer receipt and all. Crazy people require crazy retorts sometimes, it's the only way to help them either see the error in their ways or give up thinking you are crazier then they are.
Don't forget the arm bands on your sleeves and the cigar you would chomp on as well. It would also help if you had an old-timey chicago "gangster" accent. Thinking along the lines of the Sting. :P
"Strictly speaking, there are no enlightened beings; only enlightened activity." -Shunryu Suzuki
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