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