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When is it time to tell a customer that enough is enough? *bit of a rant*

medusacoils

medusacoils

Mr. Enigma!
Back in July, I was contacted by a guy looking to buy a snake for his son. He wound up buying a couple of snakes. He seemed like a really good guy. He raises lizards and has a couple of snakes on his own.

Well, about three weeks ago he contacted me because he wasn't able to get one of the snakes to eat. Not a big deal because I have been through this problem myself. Even though he is waaaay outside the terms of my TOS, I decided that I needed to make this right. I offered to take the snake back and offer him a new one. NO COST to him. Tit for tat!

So he made an appointment to come and see me last weekend. We emailed back and forth and finally nailed down a good time on Saturday. Well Saturday came and so did the time. Then it went and he didn't show. No call, email or anything.

I sent him an email asking what had happened and he said he was called away by a family "thing". OK, no big deal. It happens. He asked about coming this past Wednesday. I agreed and again no call, no show. :nope: I wasn't going to call him or anything and just let the whole thing go.

On Friday he called me, apologized and asked about coming Saturday afternoon. I again agreed and again put everything on hold only to have him not show up. OK, Now I am getting a bit miffed.

Late last night he emailed me again. He was very very apologetic and begged me to let him come today. So, being the nice guy that I am, I agreed. This time I told him that if he no shows again not to bother. Well three o'clock came and went and guess what? :crazy02: So now I am pissed! :angry01:

What makes it worse is that he just sent me an email apologizing and asking if he could come next weekend. I don't know if I am going to even consider it. I consider myself to be a real nice guy but :flames:

Should I write him back and take a chance on waisting another day wondering if he will show or should I just say enough is enough? What would you do? I want to make this right but... :shrugs:

Wayne
 
I would say enough is enough. You gave him warning, and several chances to reschedule. Explain that you are very sorry, but you have put things on hold for him several time, taking time out of your day that could have been spent doing other important things, and you are unable to do so anymore. He can come see you at the next show you go to, if he really wants to get another snake.
 
I would absolutely refuse to meet with him at this point. I would let him know that your time has been wasted repeatedly and although you understand "life happens", he made no attempt to contact you beforehand to let you know that he wouldn't be able to meet with you. Inform him that you have gone beyond your sales policy and that at this point it is out of your hands. You need to stand by your policy and he has taken advantage of your generous nature.
 
I agree with Shiari and Dionythicus (Kathy) too. I just feel morally obligated to make this situation right. I hate to see an unhappy customer. At the same time, I think I have gone beyond what most would do.

I would just hate to be blown off again. Lately, my time has been taken up by life and kids. What little time I have to myself, I want to enjoy. Not pace the floor wondering what the heck is going on. :shrugs:

Wayne
 
Hey Wayne,

I do not think you owe him anything. He should have called you to let you know that he could not make the appointments. Missing the first one I understand life happens but missing the others and not calling is just plain disrespect and that is my opinion.

Love the Fatman
 
Hey Wayne, instead of discussing this in an email how about I come by tomorrow say 3:00? I'll be there for sure, I promise! ;)
 
Nanci said:
Sounds like that guy's life really sucks...
Click to expand...

Nanci, you had a major typo issue, it should have read "Sounds like that guy really sucks". ;)

How's that old saying go... "Fool me once, shame on you; fool me twice, shame on me".

MedusaCoils said:
I just feel morally obligated to make this situation right.
Click to expand...

To what extent though? Did you knowingly sell a non-feeding snake (did it not eat for you prior to selling it)? Did you not make arrangements to make the customer happy, again and again and again? Did you do anything unethical at all with this customer before, during or after the transaction? If you answered yes to any one of these, then you might have a "moral" obligation. But if you answered no to all of these, then what is your moral obligation to this person and to what extent?

I know it's not worth one's reputation to have an angry customer but from the sounds of it, this guy has all the ingredients for not only being a complete flake but a royal pain the butt regardless of what you do or would be willing to do for him. OK, let's say that he eventually gets his replacement and then has problems with this too, now what? And it wouldn't surprise me if this were the case either. If the snake that you sold to him was doing fine prior to you selling it, then he must not be doing something right with it. After all, if the snake really was in peril or even dead, I highly doubt this guy would keep flaking out on you repeatedly because he wouldn't have much if anything to trade out if were dead or dying. I'm presuming there's more to this than him having a non-eating snake and just being flaky.

Anywho, good luck however this turns out.
 
wayne give this dude one more chance and when he gets to your house have him do the "truffle shuffle" before u let him in, make sure to record it and then post the video on u tube, then all the wrongs will have been worth it

 
I think you can get out of this situation without "being a hardass" by saying that you can't afford to rearrange your plans again and wait around for him, but that you're typically home and available at times x on weekend day y. Tell him he's free to stop by and see if you're available, but that of something comes up, you may not be there.

Then you can just not be in your underwear during that time while you're home, but if something comes up, you go do whatever you have to do. And I'd limit the time span when you might be available to just an hour. Then you've never said no, but he's got to follow you around to make it happen, instead of the reverse.
 
You should just let him know that snakes, as with any pet, require attention and a careful routine, and by his lack of effort to keep with plans that he set, it's probably best not to allow him to take in a perfectly healthy animal that might die at the expense of his complacency.

To me, it sounds like you're going WAY above the TOS and even friendly help. He was fortunate in your dealings the first time, but now it looks like he's undeserving of your loyalty. Just my opinion...
 
gelshark said:
wayne give this dude one more chance and when he gets to your house have him do the "truffle shuffle" before u let him in, make sure to record it and then post the video on u tube, then all the wrongs will have been worth it

Click to expand...
I agree with this... IF you decide to meet with him again, the "Truffle Shuffle" is a MUST!

Seriously, though... I kinda like Steph's solution... the only thing that we all can probably predict... the one time he DOES show up will be the time that you happen to be out... AND I bet he'll be the one that blows his top at you not being available. Folks like this are just so pickin' predictable.
 
The longer you wait, the longer the snake is being kept in possibly less than optimal conditions.
If the snake ate for you, it should eat for him as well if he is keeping him right.
Else, you may be replacing a now weak snake for a perfectly healthy one who will also suffer less than optimal treatment.

Time is definitely a factor. You were more than kind. Your customer is not satisfied because of his own fault, you've done more than you initially promised to... at some point I believe that lines should be drawn.

And sadly, we can't always make everyone happy. And making ourselves miserable in the process of trying to achieve an impossible feat makes very little sense.
 
Wayne you've gone above and beyond what anyone could expect. Enough is enough.
Your time, your life, is worth something. This person does not recognize that.
Think of it- if he eventually gets a replacement, he will think that even the smallest issue in the replacement is grounds for yet another replacement. This could be a life long relationship, and not a good one.
 
You could always tell him that because he's left it hanging so long, all of your "suitable" replacements have been sold.
 
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