I experienced a situation concerning one of my pet peeves this week and I really need to vent about it. I’d also love some feedback on how you think I should handle the situation.
I had the pleasure of hearing Kim Richmond of Richmond Marketing & Communications speak at my Women Owned Business Network meeting. The topic was “The Power of a Personal Brand.” I got a lot out of the presentation, but one of the biggest points she made was how your brand represents you personally. She spoke about defining your brand message and asked, “what are the things that make you unique?” Of course, I feel my jewelry designs are unique, and I strive to give my customers good value for their money, but the thing I’m most proud of is my excellent customer service. My pet peeve is not getting this excellent customer service when I’m the customer.
So….here's what happened. I had two treatments at one of the spas in my area. As I was checking out, the total for my services was $19 more than I expected. I had received a coupon in an email from the spa, but I didn’t bring it with me. I explained this to the gal and she said she was sorry but that I had to bring the coupon in to receive the discount. I told her that I hadn’t been told that when I made my appointment and that I didn’t remember the email stating that I needed to print the coupon and present it. I told her she could look and see that I was on their mailing list. She said she could see that I was but that they track the coupons. She was very sorry but she couldn’t give me the discount without the coupon.
I think coupons are great and I’ve used them myself as a marketing tool. Rules are rules, and policies serve a purpose, but you know what? Sometimes rules and policies can and should be broken. In this case, to satisfy a customer and make her happy, I know what I would have done. If one of my customers is not happy with a piece, they can return it for a refund or pick out another piece. If I get a customer order to design something and it’s just not perfect, I will go back and rework it until it’s perfect for that particular customer. I will do just about anything to make the customer happy and feel that I gave them excellent customer service.
I didn’t want to make a fuss, partly because that’s my personality (after all, it was only $19) but also because I had planned to ask to speak to the owner about selling my jewelry in her spa. So I paid the bill. I did meet the owner, and we have an appointment next week. Now I’m trying to decide if I should tell her about the coupon situation. Today, I was getting ready for another appointment and had to actually stop blow drying my hair and come vent about it by posting this on my blog. I guess I am more upset about it than I thought and that’s what pet peeves are all about. They are situations that just don’t sit right with you.
I need to go to my appointment but I will think about this some more before I make my decision. What do you think about it? Should I discuss this with the shop owner or just let it go? I would love to get your feedback.
Subscribe to:
Post Comments (Atom)
I wouldn't discuss it, unless you are already in business with her... You wouldn't want her to feel you are "nit-picking" at the business before you even get started. With that said, I totally don't think you are out of line for being irritated with it. :/
ReplyDeleteI would be irritated as well, but then again, that person sounds like they were just a grunt without any real authority. The great thing about being wearing all the hats in your own small business is that you can make snap decisions like that without having to worry about your job. we don't really know what sort of reprimand this person would have received if she did what you asked, although I agree that a good manager would make accommodations for that sort of thing. I probably wouldn't say anything either, but I would certainly keep it in the back of my mind as food for thought.
ReplyDeleteI do agree with you on this being a pet peeve,I too would be upset although this particular employee may have thought she would get into trouble if she honored the coupon w/o actually having it in hand. My husband and I are in the food business. He would have accepted the coupon but I think he would have to have been there at the time. Our employees most likely would not have accepted the coupon unless the owner was there.
ReplyDeleteAlso I think that you should let this one go because you are trying to sell your jewelry to the spa. But next time you want to go to a spa you may want to choose a different one.
ReplyDeleteIf you didn't want to try and sell your jewelry at the spa I'd say drop it. If you bring the coupon situation up with the owner she may think I don't want to do business with someone that's still upset about $19.00. On the other hand if the jewelry situation wasn't there I would have said something myself.
ReplyDeleteI agree with Lee's Hoagie House - the employee wasn't the owner of the spa, and did not have the authority to grant your request. I don't think she was trying to be difficult with you. She was merely doing her job to the best of her ability so, in this instance, I think you need to cut her some slack.
ReplyDeleteMaybe you can go back there with your coupon and ask to be reimbursed since you forgot it on the day of service? That's what I would do. While an inconvenience to go back there, the bottom line is that you're the one who forgot the coupon so, technically, it is your own fault. However, if they give you a hard time honoring the coupon reimbursement request, I'd CERTAINLY be upset then. : )
Being a small business owner requires being a big thinker. Forget about the $19 and focus on getting the spa as your customer. Chances are, you'll profit by far more than $19.
ReplyDeleteWhen you're showing your fabulous jewelry designs, tell the owner how much you enjoy her spa services. She will appreciate the fact that you are a customer and it will demonstrate how you can relate to her business and current clientele...more reasons for her to carry your jewelry line. Use your personal brand (and customer service skills) to build an emotional connection and the start of a long-term business relationship.
Good luck and keep us posted!
I would go to your meeting with an open mind. While you are "selling" your product and services, I would bring up the importance of customer service. I would tell them that it is important for you to work with people that have that same dedication to customer service. I would then go on to explain that you had some reluctancy due to your own experience but you enjoyed the services but felt that the customer service over something small was lacking. See what they say. Your contact probably has no clue that anything happened.
ReplyDeleteI guess I'm one of those wierd people who make the effort to bring a coupon with me or I wouldn't expect to get the discount. I like to think that my efforts are rewarded. I used to work for someone who said policies are meant for everyone but him. I think that's a part of my reason for this reaction.
ReplyDeleteI appreciate all the comments that were posted. Here's the rub.....I did offer to go back with the coupon and still no go. I also said that when I made the appointment, I asked about the special and was never told I had to bring in the coupon. And when I went home, I even checked the email and it didn't state that the coupon had to be submitted. I always cut out coupons...my husband teases me all the time and calls me the coupon queen. None of that really makes any difference at this point. The thing is that I like to have friendly, long-term relationships with my business associates and I feel that I would want to know about this if I were the owner. I do think the employee was only doing her job, but I also think that the owner either has to give her front-desk person the authority to make those kinds of decisions or ask if exceptions can be made when they come up (especially if the owner is present at the time, and she was).
ReplyDeleteMy meeting is tomorrow. At this point, I'm leaning toward saying something in a very polite, professional manner after my meeting is over. I guess I'll wait and see how that goes. I'll let you all know how it went. Thanks again. Your comments all gave me food for thought.