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. 😭
“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.”