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Friday, July 11, 2008

Customer Service - Being Fair

It's a balance that I try to error on the side of the customer. The idea that the customer is always right is important, but sometimes it's challenging. Since I reduced my shipping charges for girl's dresses I am not getting the calls and E-Mails asking for a lower shipping amount, I am getting praise for having low shipping rates. That looks like it was the right move. I had one customer ask for a 50% discount on a girl's dress that is already in clearance, I explained that would not be fair to me because I would lose money. They then went down to 15%.

I have exchanged so many E-Mails with this customer, and they still have not bought the one dress they are interested in. It's important in my opinion to have great customer service, but 13 E-Mails so far about a $19.95 purchase is a bit much.

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