Hi all. I know this is probably a really easy answer, but I just need some reassurance so I can feel confident in executing.
I own a gift shop… boutique… all around badass store. A couple days ago, a customer, who is a bit of a regular, bought a pair of wine glasses. My sweet little employee came in today to a voicemail from said customer saying that she shattered the wine glasses she purchased when she got them home. She wants to know if we can replace them, I’m assuming for free?
Money has been tight this year. Scary tight. I feel like the old me would be like, “Yeah, come on in, I’m sorry they broke! I’ll replace them.” But the new me, the one who’s more afraid with the money situation, is wondering if there’s a very nice way to tell her that she broke them, she has to buy new ones? Or should I even do that? Should I replace them for free?
Please help. 😭
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How ‘regular’ is this customer? Are you willing to lose her?
Option 1 (replace for free) How much of a loss would you take on the glasses (at your cost +shipping) to keep a regular customer happy, keep them a customer, and say great things about your shop?
(Option 2 replace at cost) Can you keep this customer happy by replacing the glasses at a deep discount (35%) to cover your cost+shipping?
Either way, you need to contact your customer and “apologize for her misfortune.”
(I would probably go with option 2 unless she spends a few thousand a year and/or has brought me a lot of additional business.)
“I really value your business and would like to replace the glasses at my cost.”
Then take her credit card info over the phone so your not stuck with the replacement glasses.
I’d sell her another pair at half price.
Thank you guys so much for talking me through this. 🥹
“you’ve been such a great customer I can replace them at cost so it would only be $x.xx. I of course can’t do this for just anyone or all the time, so just this once because you’ve been great over the years. Just be extra careful with the these new ones! Thank you again for being such a great customer.”
Sometimes I will think of a way to begin the conversation that doesn’t assume one or the other outcome. For instance, you could call and say how sorry you were to hear that the glasses broke before she got to enjoy them. You have some more on hand. Would she like you to set them aside for her? Then when she comes in, surprise her with half off. The key is that she will be so much more happy if she is surprised, than if you call and sheepishly offer a lower price. Shape the experience for max customer happiness, which will help you feel better about it too.
I sell jewelry and sometimes I’ll get a customer who ordered something a couple years ago and then through their own negligence broke the chain or went swimming in a chlorinated pool wearing silver or something like that. Often I’ll offer to give them a replacement at cost and shipping… which is usually less than half the retail price.
Everyone has been very pleased with that arrangement. They know the accident was their fault, and they realize that if I give them something for free then I end up paying for their mistake. So me not making any profit off the replacement strikes them as fair and generous. They are always very grateful and say they’ll tell their friends about us, which is more than worth it for me.