Wednesday, August 20, 2014

Staying grounded in customer service

I AM THE luckiest man on earth. I sit around playing guitar all day and my wife handles much of Second String Music's business. I have to pinch myself sometimes.

Sheryl keeps me grounded. Yesterday I got angry after an expensive piece of music equipment was returned. A large Quincy company bought it the week before, and I spent a lot of time with the two employees. I was under the impression they didn't have much time and needed to make a decision quickly, they got approval via text message and then purchased the item. They did warn us it may be returned.

Sure enough, it came back on Monday, unopened. That part I can handle - the item wasn't used, and it wasn't what they really needed.

Then one of the employees said, "Well, we are bringing it back because I didn't know we'd gone with another brand."

After they left, I went on a short rant. I guess I was just ticked off that I'd spent a lot of time and effort, and I thought they were happy, but instead they went with something else because of a lack of communication. Or something like that.

That's when Sheryl put me in my place. "This is a business. This stuff happens. That's why we have a great return policy. You can't do anything about it. Relax, we sell these all the time!"

As usual, she's right. It's all part of running a small business. I am fortunate Sheryl provides context and clarity.

I'm gonna go back to strumming my guitar, vacuuming and planning my 50th birthday party.

1 comment:

  1. I love buying "new but in opened box" or :"restock, new in box" at a discount, what was it? I'll make you an offer! LOL