WAHM Forums

I had this customer who contacted mea couple yearsago. She wanted to buy toys and said she could get them on Ebay. But wanted to go direct. She said she did preschool and asked what deal I'd give her. I should have said go through Ebay. She's very manipulative.


Well, I told her I'dgive her x amount free if she ordered x. Somehow she talked me into shipping. I figured I'd still get the PSV.


Well, she called with 2 seperate orders, saying her mom wanted to take advantage of the same offer. I wanted to be good, so I let her.


Then, she returned 70% of the stuff and bought a few more items, of course pocketing the cash, after getting a replacement for a toy (and I never got the bad one from her).


Later she called again and said she had an extra toy, and didn't want it (I realized 2 days later it was the one she got a replacement for). She again returned a bunch of stuff, and ordered just a few items.


She then did it again! I tried to pass her to the company. I refused to sell her anything else.


Well, she emailed me again! She has a current catalog (she didn't get if from me), and wants to return $52 and buy $25.


Help! I don't want to deal with her. She has drained me, is extremely manipulative and not human.


Debbie


for those who wanted the full story, I edited the title.


Edited by: littledb

LOL Debbie, not at the situation but at the not human part. Bless your heart!!! I know that I'm probably not supposed to give my MANAGER advice but the best thing that I know to do is to tell her that after so many returns she needs to go through the company from now on and give her the number. I know it's not normal to pass off someone or to turn down business but enough is enough. You are with DT to help people get the best possible products for their children, not help someone take advantage of the company you love so much and if you continue to take care of her, that's what would be happening.I know you are between a rock and a hard place. But I think it's time for some tough love.If she is going through someone at home office that will put a stop to what she's doing. As long as she is coming to you and knowing you will help her, she'll keep on and you'll never be rid of her.


I feel for you and I am sure I will run into similar situations down the road and I know I'll want to do what I'm trained to do...take care of the customer. But there is a stopping point and I believe to the tips of my toes that you've hit that point with this lady.


God Bless!!!

You figured out pretty quickly that she was manipulating you, so you're
no slacker in the brains department. You may be too soft-hearted, but
that's a fault I could live with. LOL!!

Cut her loose, and if she keeps bothering you, just be frank with her, and
tell her that you are in business to make money. In business, we have to
sometimes be a little more willing to call a spade a spade, and cut the gal
off. Either that or find a way to use her (Yes, I said USE HER!) to make
money. Make her have a show for her preschool moms for you in
exchange for the discounts you are giving her...

Good luck,

USP

I would tell her straight up:

"Look Jane, I'm so</span>
glad you love our products! But I just don't feel right about the
discounts and all the returns you've been doing. And as much as
I'd love</span>
to keep you as a customer, its even more important to me that I run my
business with extreme integrity. So, I will no longer be able to
offer you a discount or allow any returns on items previously purchased
with a discount. (*sound real apologetic at this part*</span>smileys/smiley2.gif)</span></span><br style="color: rgb(255, 0, 0);">
You are welcome to look for a new
representative, or discuss issues with toys you want to return with the
home office at 1-800-123-4567."</span>

Definately cut her loose BUT make sure you let the home office and your upline know so if she calls and complains about you, they will know what she is doing.


Good luck!


Chris

OOOOOOOOOOOOOOOOH CB TAMMY!!! Have you ever considered politics? I LOVED your response!!!



Very professional, very caring, but VERY unmistakable. Debbie you are
just TOOOOOOOOOOOOOOO nice (it's written all over your photo!). I think
you have shown above and beyond the call of duty service to this woman,
but I would NOT let her run your business HER way. She's a pro and she
knows she's found a sweet person who will take her tapdancing.



" I really appreciate your business, but at this time, all of your
purchases and refunds will need to be taken up with the home office.
Here is there number"......



BU BYE!!!

OOOOOOOOOOOOOOOOH CB TAMMY!!! Have you ever considered politics? I LOVED your response!!!

Thank you.smileys/smiley9.gif And yes I have considered politics a little. smileys/smiley2.gif

Don't feel pregnant Deb (that's just a figure of speech by the way..lol). I had a similar issue with a customer but she's not nearly as bad as the one you are dealing with. My customer ordered something on her freebie line and because it was not the exact color she wanted, she wanted me to exchange it for something else. She lives very far away mind you. After picking up her original item and replacing it with her new item she wanted, she then decided she didn't like the color of the new item as well. That means another 45 mile trip to her house to pick up the 2nd returned item! As a gesture of good will and to lighten her mood up some from the first item not being exactly what she wanted, I even made her a 12 x 12 Lay out of her only daughter. She loved it! But it didn't stop her from complaining about colors. I did exactly what Tammy suggested. I told her from the first item that our catalogs even say that colors may vary and our Home Office doesn't usually exchange items just on that reason alone. I did the first exchange out of kindness and just wanting to please her but if she wanted to exchange the 2nd item, she would have to take it up with our Home Office.. here's their toll free number. Some people you just can't please no matter how hard you try. This lady knows exactly what she is doing and I would suugest to notlet her take advantage of you another day.


Good luck hun and God Bless, smileys/smiley32.gif You're a lot more soft-hearted than me. I don't think I could have let it happen the 2nd time with her mothersmileys/smiley2.gif

OK, I emailed her back and told her 2 things:


1.) I needed a receipt to give her a full refund because one item has been on sale and the company needs proof of what she paid.


2.) She has to pay to ship the item back to the company, which is their policy. I've been just buying the items from her.


I also referred her to my website because I have no orders coming directly to me.


I feel guilty not giving my best. But I just want her to go away. She's the only negative I"ve ever had that keeps reoccuring!


Debbie