Customer service?

**Drew** · 15th March 2011, 12:16

Originally Posted by Katman

While I agree that the business in question has handled the situation poorly, to be fair, I also think Patch could have worded his reply a little less arrogantly.

Undoubtedly he could have. I wouldn't have worded it in such a way, but he was clear in what he wanted, and would have been a serious cash buyer. As such, customer service in this case would normally be to put up with the attitude, and take as much of his cash as possible. For any half clued up sales person anyway.

**jasonu** · 15th March 2011, 12:19

Originally Posted by spawn

We all ride bikes in here i hope and not just talking shit about someones Bad trades !
Thing is if you Fuckers read all the info that this KIM is trying to tell you - You all would see she is RIGHT this Patch11 just sound like a wast of every ones time, and i to -We have a bike shop in Auckland and we would do the same as she has ! Good on ya Kim

Are there any motorcycle accessory dealers in NZ that know how to spell???

**onearmedbandit** · 15th March 2011, 12:24

Originally Posted by Katman

While I agree that the business in question has handled the situation poorly, to be fair, I also think Patch could have worded his reply a little less arrogantly.

I've been in sales most of my working life, and there is no way in the world that their response could be considered acceptable. I have had some instances where I've given customers both barrels, but only after every possible 'acceptable' approach has been exhausted.

**Katman** · 15th March 2011, 12:24

Originally Posted by Drew

Undoubtedly he could have. I wouldn't have worded it in such a way, but he was clear in what he wanted, and would have been a serious cash buyer. As such, customer service in this case would normally be to put up with the attitude, and take as much of his cash as possible. For any half clued up sales person anyway.

Motorcycle businesses deal with arrogant customers with a monotonous regularity.

Sometimes they let emotion get in the way of a reasoned response.

**jasonu** · 15th March 2011, 12:33

Originally Posted by imdying

Comedy gold

This is why coons should never get into business

Fucking funny, thanks for the laugh

**onearmedbandit** · 15th March 2011, 12:34

Originally Posted by Katman

Motorcycle businesses deal with arrogant customers with a monotonous regularity.

Sometimes they let emotion get in the way of a reasoned response.

In which case, after emotions have died down, then it's time to initiate some form of damage control. Now what happened here?

I've sold cars, bikes, and household electronics. Motorcycle business owners don't have the monopoly on arrogant customers.

**Katman** · 15th March 2011, 12:36

Originally Posted by onearmedbandit

Motorcycle business owners don't have the monopoly on arrogant customers.

I'm sure they don't.

But any business has the right to decline business from an arrogant customer. How they go about it is the telling factor.

**onearmedbandit** · 15th March 2011, 12:38

Originally Posted by Katman

I'm sure they don't.

But any business has the right to decline business from an arrogant customer. How they go about it is the telling factor.

Indeed they do, and how they go about it is definitely the telling factor. And that shows perfectly in this thread, hence the attack they have come under. They don't have a leg to stand on here.

**MSTRS:Me** · 15th March 2011, 12:40

Methinks 'Kim' needs to get laid. Best way to relieve stress...

Handy hint: Remove the sticking plaster before it heals up.

**Maha** · 15th March 2011, 12:42

Originally Posted by MSTRS

Methinks 'Kim' needs to get laid. Best way to relieve stress...

Handy hint: Remove the sticking plaster before it heals up.

....and afterwards, put a Patch over it?

**DMNTD:Me** · 15th March 2011, 12:45

Originally Posted by jasonu

Are there any motorcycle accessory dealers in NZ that know how to spell???

yea m8,sum of us cn

Originally Posted by Katman

Motorcycle businesses deal with arrogant customers with a monotonous regularity.

Sometimes they let emotion get in the way of a reasoned response.

lol...yep we sure do however that's why a good boss will employ someone that has the ability to 'manage' the bollix in a suitable manner.
There have been dozens and dozens of times that I have wanted to tell arrogant customers to fuck off or slap 'em up side the head but have coped...apart from twice

**Katman** · 15th March 2011, 12:47

Originally Posted by onearmedbandit

Indeed they do, and how they go about it is definitely the telling factor. And that shows perfectly in this thread, hence the attack they have come under. They don't have a leg to stand on here.

I'm sure they didn't expect a private email to be splashed over the internet.

More fool them, I suppose.

**Bald Eagle** · 15th March 2011, 12:49

There's no such thing as a "private email" .

**onearmedbandit** · 15th March 2011, 12:57

Originally Posted by Katman

I'm sure they didn't expect a private email to be splashed over the internet.

More fool them, I suppose.

No, they probably didn't. But it happened, the horse has bolted. Had I been running the show I would've turned this into a PR success, admitting that I was terse in my reply, make a joke about something that caused me to be in this mood, then offering to supply the photo's as requested, and offering to discount the fairings if the buyer is still interested, then delivering them myself if he was in a few hundred kms of my business place. I then would've turned up with a bottle of bourbon and some chocolates for his missus.

Yeah it would've cost me on that deal, both in profit and personal time. But the goodwill generated on a public forum would've paid for it 10 fold over time. Instead, they've lost any potential profit from this sale, they've lost any repeat business or referrals from this customer, and they lost a lot of face and at least one other customer as a result of the way they chose to handle it.