An Unpleasant Customer – Think Twice, Post Once

Email correspondence with a less than pleasant potential purchaser:

Customer:

Hello,

I recently came across your site as I am needing to purchase Move Magic Screenwriting 6. I see that you beat other authorized online pricing. I almost purchased one on this site: screenplay.com
when I decided to do some comparison shopping. I see that yours is more expensive, but if you are truly able to beat that price, I will purchase from you instead. I would love to purchase this weekend to start a class Sunday night if possible and would appreciate a quick response. Thanks!

Maryann

Me:

Hi, Maryann

Unfortunately, the 4th of July Sale ended yesterday on July 7th. You can see that is the end date on the screenplay.com web sit. They are the manufacturers and our reseller price depends on when they lower it for a sale. So prices went up today to us as well, so we can’t beat the expired sale price.

Melanie
Storymind

Customer:

I emailed you yesterday [Saturday]when that price was still active.

Me:

The price wasn’t active yesterday [Saturday].  The sale ended on Friday.  The manufacturer just hadn’t taken the advertisement down yet, but the ad does state the end date of July 7.

Customer:

Oh interesting. I didn’t realize they could falsly advertise a different price than they would process at checkout. (I got all the way through the checkout process last night except to confirm it with that listed price)

Is ok though, I can let our group know to be aware of this in the future.

Turns out we are going to be able to get the program for $90 anyway, so it all worked out in the end!

Thanks anyway.

Me:

Hi, Maryann.  I’m very glad you were able to get a good price!  Actually, please don’t let your disappointment at being able to take advantage of the sale make you think the manufacturer was falsely advertising.  We, for one thing, do not put the products on sale at all – always the same price – though we will beat other prices that are currently valid by the manufacturer or any other licensed reseller.

And as for the manufacturer – I went to college with these guys and they are honest as the day is long.  All that happened was that they put up a notice of a sale that specified that the end date was July 7 right in the text in a prominent place.  And since the sale ended Friday night and they aren’t open on the weekend, they just didn’t get around to taking down the notice – probably just an oversight, but they never falsely advertised.

So, with your comment, “Oh interesting.  I didn’t realize they could falsly advertise a different price…” as you see they didn’t advertise a different price.  I’m sorry you didn’t see the end date when you went to order.

Still, accusing my good life-long friends of falsely advertising does offend me, and I’m very sorry you felt the need to sling accusations.  Though I am still glad you found good price.

Melanie

Storymind

— Now normally I just accept the abuse some customers feel they need to dump on me, as if I wasn’t a real person and as if their disappointment, justified or not, is a valid reason for shedding their own unhappiness onto someone else and making them miserable.  Just the price of doing business I figure.

But THIS day, I’m sitting here watching a beautiful PBS documentary on the Pacific ocean, enjoying a Sunday dinner  of pot roast, potatoes, and of shallots and carrots we grew in our own garden.  I served it up on the very plates my beloved grandmother used to serve the very same meal for Sunday dinner hundreds of times in my life – very special.

And I am doing a little customer service on the computer to help any wayward purchasers, even though I’m technically closed for the weekend.  And this one person stomps into the middle of that with accusations against my friends and just a generally bad attitude.

It is moment like these that make we want to retire from selling products at all and just do it all through Amazon or just focus on my story consultation services.

But I suppose my main reason for posting this is to remind us all (me included) that even a casual snarky comment, in person, in email, or in a post on social media and throw a little bitterness into a beautiful moment, or worse, be the straw that broke the camel’s back for someone just barely managing to cope with a bad day.

To paraphrase a famous quote: “Think twice, post once.”

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