How to deal with Lazy People who are in Business?

[Bonnie Benshoof]

What do you do when you buy something from someone who ordered the wrong product and they expected you the consumer to return it?
I bought something from someone recently who owns one of these "Home based business" She ordered the wrong thing and expected me to do all the dirty work by putting it back in a new Manilla envelope, printing the receipt off the computer and putting the postage on it.How wrong is that? She happens to do business with me, so I kind of blew it off, but if you are going to operate a business, don't you think if you ordered the wrong thing, you the Proprieter should be responsible for thereturn not the consumer. What are your thoughts on this subject?

[Kevin M. Hill]

We had a situation that was similar but not exactly the same. We ordered flooring for our new house. The vinyl flooring for one room came in wrong. When we contacted the vendor, they told us that they double checked and they had ordered the right product per our purchase, it must have been the fault of the manufacturer who shipped the wrong product. I had to get to the owner to get it resolved because this employee felt he had done nothing wrong and therefore didn't need to replace it at their cost.

I think our society has lost it's desire to fulfill their promises. But to some extent, we have brought this on our selves. As consumers, do we buy from the most reputable stores? Those with the best customer service? Those with the best overall product quality? I would say that for most purchases we look for the lowest price. Not the lowest price on products with comparable quality and customer service, just lowest price.

Doesn't that tell the sellers that we don't really care. We don't need it to be perfect, just cheap. Not that we have accepted the wrong product, as in your example. But we do begin to take away their incentive to be great.

[Bonnie Benshoof]

I would love to tell you it was something cheap, but it wasn't. I had a party for this person to help her out as one of my "clients", and bought something from her, that I probably could have bought the same t hing at Target or wherever for 75% less than what I paid for.. I just don't get where people are coming from.
Is it their value system or Ignorance?
I know in my business if someone is unhappy with something I either A.Return it and replace it. B. REturn it and give money back or fix it. I thought that is the way most businesses are or at least should be.
This home based business does several million a year, it is not a cheap business at all, at least not in my book.
I feel like this person is just lazy and really doesn't care, so rather than step up to the plate and fufill her responsibility, and even admitted it was her fault, was flat out lazy and expected me to Fix her mistake.
I guess you live and learn. Do you think I will actually go to the trouble again to have a party for her , find someone to watch my kids, buy food and drinks prepare for company buy something and then Fix her mistake again. I think not.
I guess in order to learn something from this we should ask what is the return policy ,before we purchase something again like this. Any other thoughts are appreciated.

[Kevin M. Hill]

Whenever I am dealing with a friend who has chosen to use my services professionally, they get extra special care. I go out of my way to do things for them I wouldn't normally do for others on a regular basis.

[Bonnie Benshoof]

this wasn't exactly a friend per say, it was a business aquaintance she is a client, so it puts me in a awkward position, I would never treat a friend like this, and I'm not sure if she just thought it was no big deal and I could just handle it, but it is her business and I did a heck of alot for her to put this show on, so I just thought it was rotten the way she handled it, but she really isn't a friend, I would hate to think if she does this too much, she won't be too successful at least I don't think so,.

[Bonnie Benshoof]

I like the way you think Wil! I don't think she'll go too far in business with that kind of attitude. Glad we're on the same page.Live and learn right! thanks for the input.

[Bonnie Benshoof]

No she is really not a friend, and actually I wouldn't have thought of her doing this, she is a client, so it is different when you're dealing with clients, rather than friends, if it was a friend, I would have said, you might want to rethink how you run your business, but because it is a client, I'm not exactly sure what to do, it stinks let's put it that way.

[Lorraine Ball]

Now my kids will tell you it is the New Yorker coming out in me.. but i am not afraid to complain and you shouldn't be either.

We get bad service, because we are willing to accept it. If you are unhappy with any business, home based, or Home Depot.. you should speak up.

[Bonnie Benshoof]

I like Your N..Y. Attitude ! I guess I'm being careful because it's a client, not rubbing the wrong way and handle it well since it is a client. But , you're right it was Bad service and I am not willing to accept it.You're right I Need to speak up, Thanks for that bit of advice. I appreciate it!

[Christopher Bluto]

Amen Lorraine. The squeaky wheel gets the grease! It is not just good business for ourselves, but for others who might face the same problem if we don't speak up when these types of service issues occur.

Then their is the other side of the coin. For all of the bad service we feel the need to complain about, we should make an equal effort to express our satisfaction with exemplary businesses that provide extraordinary products and services. Not only will it make you feel good. It might also help that business grow and remain competitive. Your opinion is as relevant and powerful in supporing businesses you like as it is in condemning the ones that need to shape up. The more often we do it, the better off we'll all be.

Think of the impact this simple conversation would have on the home-based business Bonnie is displeased with if we all knew who it was (not that we need to know)? But the word could and would spread quite rapidly. Right? This company would be in trouble if not out of business very soon if things continued in this fashion. The same but opposite effect can obviously be said for businesses that raise the bar.

Anybody got a favorite great service story?

[Lorraine Ball]

I totally agree. Bad service complain, good service rave!!!!

Top honors goes to Heid at MITUSA. He hosts four of my websites. (mine and clients) and we were having an issue with compatibility with WordPress.

While other hosts might direct me to an FAQ site, which I won't read, Heid called me. When we couldn't figure it out over the phone, he showed up, with an expert in SQL along for the ride.

With that kind of service, why would I ever go anywhere else?

[Ben McCann]

Amen Lorraine and Chris,

I totally agree... there is however an honorable way to do both. I personally would appreciate someone coming to me and showing be a better way to do business if they see opportunitty to make me better. It gives me an opportunity to learn and grow. otherwise I would keep going along giving the same crappy service until someone piped up. Now I will mention that I try to deliver excellent service.. but I would always rather hear a painful truth vs. comforting lie. It only makes you better, if you care about someone you should get the guts up to help make them better.

[Lorraine Ball]

I am going to put in a shameless plug for Ben as well. I don't like paperwork, and i told that to Ben when he first offered to handle health insurance for Roundpeg. If you haven't been through the process, let me tell you the reason insurance is so expensive is not the rising cost of health care, but the mountain of forms you have to fill out.

Knowing my style, Ben completed most of my forms for me, treating me like i was a much bigger client. And i really appreciate it. My employees woudl probably still not have health coverage if i had to do the forms myself.