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You're right in your observations, but there is a big difference between providing good customer service and being taken advantage of.

Posted by: BSmurf on May 29, 17:37 in response to Moviesnob's post I've worked for big companies and small companies in some...

A skillful salesperson/owner will know how to redirect and come to a mutally agreeable resolution.

Every situation is different, and a one-size-fits-all approach will end up causing more harm than good to a small business. As you know, there's just too many variables in each case to give a simple answer.

Bottom line, customer attitude carries a lot of weight. I tend to bend over backwards for those who are honest, respectful, and have a generally positive attitude in these matters. They often get more in compensation than they anticipated.

People who come in aggressive or with a bad attitude will either get nothing at all or the bare minimum it takes to make them go away. They will also likely get no special attention or considerations/deals in the future.

Question inside for you: Its about customer service and you can simply answer A,B,or C islander May 29, 09:10

B daveart May 29, 09:26

B {nm} lapuckfan May 29, 09:30

B. Though any bad attitude might move me to C. {nm} edzep - Port Monkey! May 29, 10:05

B or C, depending on many factors. As a small business owner, I have to make this decision all the time. {nm} BSmurf May 29, 10:15

B but not at cost, I would not lose money. {nm} damenchipguy May 29, 10:49

thanks so far! Being in small business retail, I try to go "A" as much as is reasonable. Recently, had to go "C" islander May 29, 11:55

B {nm} tealfan May 29, 12:19

A. Costco would provide a Replacement at no charge. B is a poor second choice. C stands for being a C*nt. RotoHockeyYTD2013 May 29, 12:58

its too bad you continue to be so rude islander May 29, 14:09

apple gave me a brand new ipad to replace the one i cracked when drunk. I even told them I was drunk when it cracked. {nm} Moviesnob May 29, 14:46

There is a huge difference in what a large company is able to afford in terms of loss vs customer retention compared to a small business. {nm} BSmurf May 29, 16:22

I've worked for big companies and small companies in some customer service capacity. IMO,always better to bend over backward if your a small Moviesnob May 29, 17:06

You're right in your observations, but there is a big difference between providing good customer service and being taken advantage of. BSmurf May 29, 17:37

yup, my assumption here is we're dealing with a positive customer {nm} Moviesnob May 29, 18:00

It's past the warranty. There's nothing you can really do. So I say go with B. Maybe 10% above your cost. {nm} skamanfu May 29, 14:13

this is definetly a fascinating question and one that i have dealt with over the past 15 years. rustyshackleford Jun 04, 21:08