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

[medusacoils]

Well maybe I should change my policy! LOL!! No more visitors unless I know you!

Kathy & Chip, you are both right. Enough is enough. I sent him an email telling him that I will no longer be willing to exchange the snake. I included a scan of the TOS that he signed and I explained that I cannot put my family on hold any longer. I, again, sent him some instructions on getting stubborn hatchlings to eat and told him to keep me posted.

Lets see if I get a reply.

Wayne

I got a reply and apparently, I'm an idiot!!! I don't know what I am talking about and that snake is better off in HIS care, than mine. He is also telling all his friends not to purchase snakes from me and if he sees any more of my ads on Craigslist, he is going to flag them.

I'm clueless and sell substandard sick animals and this snake probably hasn't eaten before I sold him. I don't care about him, his child or that snake.

:shrugs:

Wayne

 

[Irish Eyes (Mrs.Z)]

Sounds typical.... *sigh*

I'm sorry you had that reaction from the guy. However, I am not at all surprised, sadly.

Ya know, anyone who keeps exotic pets should be very careful who they allow in or near their house. There are tons of Peta Freaks and their ilk out there who deliberately go out of their way to have people "exposed" and their pets confiscated (usually by Humane Societies who then make a fortune adopting these confiscated animals out to other people). They're great at getting news peeps to come out and film the operation, too, with any number of stupid comments by people who should know better. Great publicity for them, and they do their best to make you look like some kind of monster. Remember, to Peta, any domestic animal is "better dead than fed", and that Humane Societies love publicity and a chance to "educate the public"--which in real terms, means they have documented a "rescue" of multiple animals kept in "horrific conditions" (whether they were or not) that they can show people when they go begging for donations.

And then there are the just general public. Decent people, mostly, but uneducated, and if your lifestyle is different from theirs--including your pets--your husbandry and choice of animals is automatically suspect.

Case in point: I once had finches. I gave the finches away, but kept the cage, as they were going into an aviary. I put the cage up on CL. A lady came by to purchase it, and I brought it to the front porch, where she inspected it and we concluded our business transaction. She tried to talk me down, and left, angry (but with the cage), when my already reasonable price didn't go down. She then went around telling other people that she was going to turn me into the animal control folks because she could hear my dogs barking inside the house, and that I must SURELY be a puppy mill breeder! Oi, Wot?! All my dogs are spayed or neutered, vaccinated and licensed, and there isn't a puppy in the entire house! But it DOES go to show you that even the "average Joe" can't be fully trusted to see things through the light of their uneducated view of your hobby....

In my opinion, better safe than sorry! I no longer conduct "business" (selling unwanted/unneeded stuff on CL) at my home. Neutral territory is the name of the game for us, nowadays.

I'm sorry this whole experience has been such a stressful one. Just remember, you did the best you can, but you can't please all the people, all the time. This was one of the times when you couldn't, no matter how unfair it is.

 

[kathylove]

Wow! All I can say is...

GOOD RIDDANCE! Now you are probably sorry you wasted as much time as you did with this idiot. But at least your conscience is clear.

When you post on CL, I assume you don't put any personal info in the ad, and have people email back through CL? I know a few people around here who regularly post reptile ads, and I can often guess who they are by the ad. But I am never sure, unless I email them and ask.

This transaction may have been stressful, BUT - you can consider it a cheap lesson. Now you know how to deal with buyers in the future - and what they can turn into! I do sometimes let people come to my house. But only if they "feel" right. Most of the time, I have them meet me at the herp society meeting and do whatever we need to do there, or someplace else when I am in town. I have a good "excuse", since I live way out in the sticks, anyway.

 

[medusacoils]

It just caught me off guard. The guy seemed real nice and knowledgeable about most herps. Even showed me pics of lizards he had at home.

What got me is that he waited over a month to let me know that one of the snakes I sold him wasn't eating. In fact, I send a follow-up email to all my customers around a month after the sale. In a response to my follow-up email, he let me know he had a problem. He didn't seek me out to tell me, which I have as a requirement in my TOS.

As far as Craigslist goes, I don't put personal info in those ads. I have to make them as plain as possible. They are horrible around here with flagging posts. So I dumb them down, way down.

I think he is full of hot air. He can say what he wants. About three days after he went home with the snakes, he sent me a wonderful letter of testament about my snakes, how he was happy and how much info I provide. I just think he popped off when he found out I wouldn't entertain him any longer.

Wayne

 

[medusacoils]

I know this thread has sort of died out, but I wanted to add something new to it. I got an email from the guy today. He has done an "about face" on his earlier email.

He started apologizing for what he had said. He knows he was wrong and he just got angry. Yadda yadda yadda. In closing he asked if he could "please" exchange the snake for another one and he "promised" not miss this appointment.

Wayne

 

[Lennycorn]

Tell him you'll be at such and such Mall at such and such time on Saturday.

And then... have fun taking your kids to the park!!

 

[DeadMouse]

In closing he asked if he could "please" exchange the snake for another one and he "promised" not miss this appointment.

That guy is a complete and utter tool. I hope you don't play the victim in any more of his shenanigans but then again, it's your business what you are willing to put up with. :shrugs:

 

[Chip]

I agree. I'd forgive missing one appointment to swap the animal, but what -three no call/no shows? That's not a hard "no" to defend.

I've had my share of young snakes stop eating after a move, so it's possible his husbandry is fine. But these will usually take live, at worst. At any rate it's his problem now.

 

[medusacoils]

Thanks Chip, David and Deadmouse(?)..

Yeah, I don't think he is really worth the time. I have something he wants and he is willing to tell me anything he thinks I want to hear, to get it. I kind of anticipated this email. I had a feeling he was going to realize that he was shooting himself in the foot.

Very predictable!

Wayne

 

[Chip]

Doesn't sound like someone I would want to do business with twice. Try not to let it get to you. I can torture myself mulling over and over an argument with essentially a stranger. Running the pet shop, I've had to decide that some people made my day(s) crappy enough that I honestly don't want them as a customer. You more than lived up to your end for this guy.

PS: If I remember, Deadmouse is Troy.

 

[DeadMouse]

Thanks Chip, David and Deadmouse(?)..

Yeah, I don't think he is really worth the time. I have something he wants and he is willing to tell me anything he thinks I want to hear, to get it. I kind of anticipated this email. I had a feeling he was going to realize that he was shooting himself in the foot.

Very predictable!

You are welcome!

I didn't mean to come off so rough with my posts. I've just dealt with these types of people so much and after a while you just know how it's going to play out. I'm glad that you've pegged this guy and now know his modus operandi and how to deal with him and his ilk

If I remember, Deadmouse is Troy.

Yep, that be me!

 

[medusacoils]

Doesn't sound like someone I would want to do business with twice. Try not to let it get to you. I can torture myself mulling over and over an argument with essentially a stranger. Running the pet shop, I've had to decide that some people made my day(s) crappy enough that I honestly don't want them as a customer. You more than lived up to your end for this guy.

I appreciate that. I have dealt with all sorts in the years I have dealt with customers. This isn't the worst. It just gets me when you have one impression of a person, then a problem arises that is easily fixed. You go out of your way, several times, to fix it and they don't hold up their end. Then they call you an ar$$ hole because you won't entertain them any longer. :smash:

PS: If I remember, Deadmouse is Troy.

Yep, that be me!

Thanks! and hello Troy. I have probably know that at one point but I have such a bad memory with names. I would probably forget my own, if I didn't have my license to refer to. :cheers:

You are welcome!

I didn't mean to come off so rough with my posts. I've just dealt with these types of people so much and after a while you just know how it's going to play out. I'm glad that you've pegged this guy and now know his modus operandi and how to deal with him and his ilk

I don't find your posts rough at all. Just bland and white. Sometimes situations need to be looked at that way.

Thanks!

Wayne

 

[kathylove]

I have always considered myself a bit of a student of human behavior and psychology. I often try to figure out motives are behind the behavior, both as a method for better dealing with people in the future, and just because I find it interesting.

When somebody behaves as this person did, contrary to his own best interests, and being very annoying to you, it is interesting to try to guess why. Of course, without knowing more complete info than you have, it is impossible to be accurate in an assessment. But I find myself wondering if it could likely be power play of sorts? It could even be subconscious on his part. But there could be some sort of satisfaction in manipulating your time and dragging things out so that it proves to him that his time is more important than yours. And when you finally don't want to play any longer, he throws a tantrum. And only then does his rationality kick in, and he realizes what he has done - but too late! Will he learn from this experience? Probably not - but maybe!

I am not sure if this is the case, but I have seen similar things before.

A bit of useless speculation, I guess. But I find that analyzing such behavior sometimes prepares me better for the next time I meet up with a similar customer. And it appeals to me to try to figure it out, whether I am right or wrong, lol!

 

[cobained]

Just saw this thread and had to say that I'm amazed how far out of your way you've already gone for this guy, and that I wish all breeders/sellers of ANYTHING were half as concerned about their customers being happy. It's nice to see someone providing such great customer service (checking up on them after a month? wow!). Customer service has really disappeared from most establishments in this country, and it just really makes me appreciate it when I find some!

 

[Susan]

And just an after-thought...if you just happen to be in such a wonderful mood as to give this guy another snake, be prepared to have him contact you in another 3 months saying that the new one isn't eating and can he have yet another replacement. Yeah...it CAN happen!

 

[medusacoils]

I have always considered myself a bit of a student of human behavior and psychology. I often try to figure out motives are behind the behavior, both as a method for better dealing with people in the future, and just because I find it interesting.

When somebody behaves as this person did, contrary to his own best interests, and being very annoying to you, it is interesting to try to guess why. Of course, without knowing more complete info than you have, it is impossible to be accurate in an assessment. But I find myself wondering if it could likely be power play of sorts? It could even be subconscious on his part. But there could be some sort of satisfaction in manipulating your time and dragging things out so that it proves to him that his time is more important than yours. And when you finally don't want to play any longer, he throws a tantrum. And only then does his rationality kick in, and he realizes what he has done - but too late! Will he learn from this experience? Probably not - but maybe!

I am not sure if this is the case, but I have seen similar things before.

A bit of useless speculation, I guess. But I find that analyzing such behavior sometimes prepares me better for the next time I meet up with a similar customer. And it appeals to me to try to figure it out, whether I am right or wrong, lol!

This guy is a bit predictable to me. He has a lot of gall for acting the way he has and asking for assistance. He isn't the first *customer* I have had to deal with that is like this. He is the first since starting in the snake hobby though.

And just an after-thought...if you just happen to be in such a wonderful mood as to give this guy another snake, be prepared to have him contact you in another 3 months saying that the new one isn't eating and can he have yet another replacement. Yeah...it CAN happen!

I don't think I'm going to entertain him any longer. This is something I have wrestled with, just because of the little life that is involved. At some level I have to let it go and leave the responsibility of the animal in the new owners hand.

Just saw this thread and had to say that I'm amazed how far out of your way you've already gone for this guy, and that I wish all breeders/sellers of ANYTHING were half as concerned about their customers being happy. It's nice to see someone providing such great customer service (checking up on them after a month? wow!). Customer service has really disappeared from most establishments in this country, and it just really makes me appreciate it when I find some!

As I have mentioned, I have worked in customer service, in one form or another, since entering the work force at 15. I pride myself on how I deal with customers. I treat them the way that I want to be treated. It has also made me a better customer because I can relate to the stresses that come with those type of jobs.

I send a follow-up email one week after the sale, then another one month after the sale. I literally mark these dates on my calender so I remember to do it. I realize that some of my customers may have little or no experience with snakes. I want to make sure the snakes are taken care of so I try my best to educate them. I also want the customer to know that I'm available to help them by answering any questions they may have.

It seems like a lot, but it's not. I don't just do it for the customer, but for the animal as well.

Wayne

 

[oneirogenesis]

You sound like exactly the kind of breeder I want to deal with when I purchase an animal. I hope people like the customer you've just dealt with don't discourage you!

 

[medusacoils]

You sound like exactly the kind of breeder I want to deal with when I purchase an animal. I hope people like the customer you've just dealt with don't discourage you!

Not in the slightest! Bad customers are going to happen, no matter the business. People have certain expectations, sometimes they are unreasonable and if they are not met, then the proverbial "shirt(sp)" hits the fan. It's how how you deal with those expectations and situations that makes you better.

Wayne