Re: Damaged books (fwd)

["Karen Randall" <krandall@rdrcpa.biz>]

Because we don't have a viable replacement for Diana at the moment, and yet
again, it is RIGHT before the conference, (WHY do we have these "personality
problems" RIGHT before conferences!?!?!)  I suggest a two-pronged approach.
Direct correspondence with the guy, making nice, and refunding his money
and/or replacing the books.(AFTER the books are returned, BTW)

The a second note to Diana, down-playing her role in the whole thing, and
explaining that whether we think the uy is a jerk or not, he can do a whole
lot of bad-mouthing of the AGA, so we feel it is better handled this way,
whether he is right or wrong. (sort of a "the customer is always right"
policy)  Then also tell her that if she thinks someone is asking someone
outrageous, she is welcome to bounce it upstairs for a decision.

>From the way Diana worded her response, I think Cheryl is right, she was
having a serious bad-hair day.  I suspect she even knew she wasn't really
handling it the way we'd want it handled.

Karen

----- Original Message ----- 
From: "Erik Olson" <erik@thekrib.com>
To: <aga-sc@thekrib.com>
Sent: Sunday, November 02, 2003 2:31 AM
Subject: Re: Damaged books (fwd)


> Sorry for the late reply... been busy videotaping and editing wedding
> today.
>
> It's funny, 'cause my initial reaction was the exact same as yours, "woah,
> this is very uncool."  Then my second reaction was, "well, I guess he was
> kind of presumptuous and obnoxious about it, so I could see Diana's
> point."  Where I am right now is agreeing with the rest of you, thinking
> that BECAUSE Diana was so obnoxious back, we should just refund his money
> rather than see this get worse.  I know Diana has done this sort of thing
> in the past, so I'm a little worried that overriding her decision will end
> up with yet another abandoned AGA position.
>
> Scott is also right, we don't have disclaimers that say "not responsible
> for items damaged in shipping" or anything, so we should probably respond
> positively, probably offering to completely refund his money.
>
> Any suggestions on how to proceed here?
>
>   - Erik
>
> On Sat, 1 Nov 2003, David Lass wrote:
>
> > I come down also on the side of taking the small pain in the neck and
> > pocketbook and being responsive to this fellow. It has not really been a
> > probloem in the past, and if it becomes one in the future we can make a
> > policy decision, but for this single one we should what he wants to keep
the
> > Customer happy.
> > David
> >
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> -- 
> Erik Olson
> erik at thekrib dot com
>
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