Irate Customers!

Hi Chris What are your business terms with your customers on delivery? If they are none then the law allows for reasonable delivery times and I think the first point of call is to look at 2 things. 1. What is the expected time on arrival of your order and are there terms in place on delivery from your supplier to refund your money in the event of delay or non delivery from them? 2. Get all your orders into value and date order and do an email/letter/fax to each and every customer explaining what time they can expect the order in and why its late/ If any remain irate then we can advise on those independantly.
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Lee Schwartz Lime One Ltd www.limeone.com 01244 852550

Hi Chris, People are very impatient these days! Most will only wait 1 week, after payment before expecting goods, and demanding to know where the goods are. Online stores offer next day delivery and I guess most of us are so used to getting things quickly. I think??? there is a time scale of 28 days for mail order items, between payment and delivery - it was about 7 years ago, when I read it somewhere, but the law has probably changed since then!!! I've no idea what you have to do after the 28 days, but I guess that they are probably entitled to their money back. I would follow Lee's advise and contact each of the customers with a delivery date, and hopefully they will accept this! fingers crossed! Good Luck with it Chocpiggy

This is not internet delivery law which does state 30 days under Distance Selling regulations. These items were sold face to face at a party and as such we go back to the terms of the contract. Was a delivery time stipulated? If not then reasonable is what the law states in a whole host of regulations and Acts. Reasonable for ordering a car might be 3 or even 6 months, for food items it might be in terms of hours following order. Hence the law just states 'reasonable' on most contracts expect those formed over the interenet business to consumer. A good time on this one for you to get all your terms and conditions up to scratch as the consumer rights are powerful and like it or not, lengthy delays will result in you having to make a refund of money not a credit note.
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Lee Schwartz Lime One Ltd www.limeone.com 01244 852550

How about just getting it done? I have worked 18 hour days before to meet deadlines - nothing is impossible. We always state despatch next working day, unless it is out of stock or special order, in which case we do not take their money until we are ready to send it out. We state all this on our web site. Cheers Richard Richard Mellor www.augusthomefinders.co.uk www.augustcountryproperties.co.uk www.country-properties-for-sale.co.uk www.planetairedale.com
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Richard Mellor
www.augusthomefinders.co.uk
www.planetairedale.com

Effective service is all about managing expectation. You already know what you are selling, make sure you also have a detailed knowledge of what your client is buying.
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AsMustard

To expand on the above poster, I would suggest managing expectations is all. If I offer to deliver a report in 24 hours and it takes a week I have annoyed clients. If I say it will be a week and it arrives in two days, they tend to be rather pleased. Similarly if I promise a week, and I can’t deliver (I fall ill for example, or have just screwed up my scheduling), I contact my clients and give them information/negotiate about when it will be done. This inspires confidence so your customers don’t feel they are being ignored. This also helps me prioritise the work if I know Mr X really needs it done but Ms Y says "next week is fine" you know who's report to do first. This might sound obvious - but if you don’t ask you don’t have the information with which to make the decision. I know your position is slightly different but it would be good to know who is buying for a present for example, and by which time they need it. Generally speaking if I buy over the net I expect for the product to be despatched within 48 hours as a standard, and to be made aware if things like your candles do take time, and if despatch hasn’t occurred. People aren’t too worried so long as they are able to make the decision upfront, and are kept informed. I would suggest if you normal lead time is 30 days, tell them within 45 to be on the safe side. Don’t tell them 30 and worse still 21 (the amount of times I have seen people underestimate lead times never ceases to amaze me), it leaves no room for error, and ultimately unhappy customers who wont come back. Given your product must generally be purchased as a gift, being clear about you lead-times is going to be critical in your business – and don’t feel giving a refund is a bad thing. It can really inspire confidence in your business as you gain an element of trust. Those customers may well come back next time if you give refunds now, but they certainly wont if you dig your heels in and don’t listen to them. Regards, James Smith Chartered Accountant www.uktaxshop.co.uk 01284 764436
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James Smith
Chartered Accountant
www.jamesesmith.co.uk
01235 536 773

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The longer you dont give them what they want the more they think they shouldn't pay for it! On every reciept put your terms to stop this in the future. These are your customers, it costs more money to gain a new customer then refund a old customer. You should with your supplier establish a contract, every day over the delivery date the wholesaler should own you X amount of money. Offer your customers X amount off next sale as a appologe. Of it you have to give refunds give them credit note, so they have to spend it at you shop. CHeers Nigel

Yes business terms and conditions, including those on your web site need a review in the light of the problems you have had. Credit notes might be acceptable but if a client insists on a refund in most cases you are bound to give it under current consumer law. Give us a call over the terms and conditions.
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Lee Schwartz Lime One Ltd www.limeone.com 01244 852550