Most companies would say “tough luck” to somebody who spent $14 five months earlier, and I’d have been entirely justified in doing the same. But I’m out to make customers, not just sales. So I offered to either replace the case or refund the customer’s money.
She opted for the refund. That’s when I discovered an inviolable 120-day limit on issuing charge credits. After going a few rounds with the credit card processor, I ultimately had to send this customer a check. Duly impressed with the amount of attention I gave her small transaction, she gave me an unsolicited compliment for my “Testimonials” section. That is worth the $14 that it cost me.
(Incidentally, this complaint was my second indication that my smoking accessories are not up to snuff, so I am looking for a better supplier. Smokers are such pariahs that I am attracting substantial traffic at the bargain rate of only 3 cents per click…and the markup on smoking accessories is pretty good. I sense an underserved market. Being a former tobacco addict (and still an occasional smoker) myself, I’m happy to satisfy that demand. If anyone reading this has a cigarette case or lighter that you especially like, please tell me where you got it and why you like it.)
This week somebody approached me about a $900 institutional order – that’s nearly half of my sales plan for the whole month of February. Although ours wasn’t the lowest price on the item that she needs, she chose
I offered (without being asked) to cover the cost of shipping. The $25 in foregone profit will buy invaluable word-of-mouth that could lead to even more institutional business, and will surely generate some positive mentions. Today the purchase order came through, and I ordered the merchandise. The revenue won’t come until March or April, but the sale went on the books as soon as I created the invoice. It went a long way toward offsetting the $1400 in taxes and accounting fees that hit me in February.
- Credit Card Processing
- PPC Advertising Update
- Phases Reconsidered