I have had my first barrette damaged in shipping.  It happens and I have always expected it.  That wasn’t the problem.  I have the policy that if something that a customer did not like about what they ordered or if the barrette was damaged that I would replace it or even refund the money that they had spent.  I even have that on my website.  I will always stand behind what I sell and make. 

What happened in this case is that I had made an error in making the replacement of the broken barrette.  I had “remembered” what the costumer had ordered wrong.  I re-made what I thought was right and sent it to the costumer with a free barrette as a gift.  They arrived safely and in one piece.  Much to my dismay, I recieve a note form the costumer pointing out the error.  I was already to mail the correct replacement to her when I saw that she had placed an order for another barrette.  I was very surprised about that but also very pleased.  I sent both of the barrettes to her today and am hoping that they arrive safely.

 I also sent her a note of apology about the error.  I had exchanged e-mail with her about the mix up and all but I feel that going the extra step for a costumer is what you should do.  It only took a few minutes to hand write a note. 

I can always have the best product on the market but if I mistreat one costumer, I actually lose many more.  That is “Marketing 101″ in my book.

Posted by Helen in Business and Marketing on April 18th, 2007 |