Comments on: Your Busy Season is Not My Problem

By: merylrunion

merylrunion — Mon, 18 Jun 2007 18:22:39 +0000

It’s so much easier to empathize with a vendor’s dilemma when you believe they empathize with yours, isn’t it?

By: Tina Metallo

Tina Metallo — Fri, 15 Jun 2007 14:03:14 +0000

I fully agree! You should tell a customer what you CAN do for them and not what you CAN’T. I do think it is helpful to give the customer a realistic expectation. The company could have phrased it, “We apologize for the leak and while it’s the start of our busy season we’ll do whatever we can to correct this quickly. Would tomoroow at 3:00 p.m. work or is there a different time you would be available.” You are indicating as the service provider that there may be some scheduling conflicts but you are willing to do what you can to remedy the situation. This lets the customer know your intention and keys them into some potential scheduling challenges.

By: Susan

Susan — Thu, 14 Jun 2007 21:49:21 +0000

I am guilty of this. It was nice to read the story and take the side of the customer — hearing this remark from someone that you are asking help from is very frustrating and disappointing. Thanks for the story and reminding me how NOT to talk to clients/customers.