Join Date: Oct 2008
Location: South Coast Ontario
Thanked 90 Times in 80 Posts
Rep Power: 8
Re: Sailcare running up the tab?
I understand exactly where Sailcare is coming from with the add-ons.
Clean a sail and send it back with peeling numbers- customer is now unhappy.
Clean a sail and send it back with the same failing stitching as it had when it came in- customer is unhappy.
Mention to the customer AFTER he receives his sail and he calls in to express his dissatisfaction that you could have fixed the numbers and the stitching, and the customer says, "why didn't you tell me you could do that/ the sail needed that/ that could happen? I would have paid for it!"
From a customer service standpoint the vendor is in a "damned if you do, damned if you don't," situation. But at least if you tell the customer what his sail needs to come back to him in the best possible condition, prior to starting work, then the customer has the choice of opting for the $100 and understanding the possible outcomes, or opting for the work recommended.
It's 5 o'clock somewhere:
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Last edited by bljones; 11-15-2012 at 07:25 PM.