I wanted to share a personal experience I just had 2 weeks ago. I sent a package down to a brand new customer that had purchased from my Ebay store. Through no fault of theirs or mine, the post office delivered the package looking like it had been run over by a bulldozer - and it was torn open. The product obviously was damaged beyond use. When I shipped, I did not get insurance because A. I hadn't had a problem before and B. The value of the items wasn't high enough to warrant it.
So upon receiving the product, the buyer e-mails me and sends photos of how the package arrived. I immediately felt terrible, I put myself in his shoes and knew I'd be upset if I received that package. Now on ebay, each store has a different policy. As I sell cosmetics, I have a no returns policy for obvious reasons. But this was the exception to that rule.
I responded immediately to the buyers e-mail, apologizing profusely and offering to ship new products to him or give him a full refund. He had purchased the product for his wife & daughter, so after checking with them he asked that I send new product. I put together what they ordered and an extra little something for each of the ladies - double bubble wrapped the product - packaged it up and immediately went to the post office to BUY INSURANCE :) and ship it. Just in case this too was damaged, which I didn't expect - but just in case, I'd now be covered.
Skip ahead 5 days and I sent a follow-up e-mail to make sure the package arrived safe & sound. I received this e-mail back.
"Everything arrived undamaged this time, I thank you so much for help making my wife and daughter more beautiful. We will check with you when we need more. Thanks for treating us like customers used to be treated."
I felt so relieved, but proud too. Proud that I could give small business owners a positive review in the eyes of this gentleman, his wife & daughter. Yes, it was my cost to re-ship the item with insurance and yes, it was more product out the door. BUT for me to have a happy customer that is willing to communicate with me about a problem and then be satisfied enough to offer their repeat business is priceless.
I really wanted to share this experience because I know as entrepreneurs we encounter challenging and negative situations often. Some people snap back and then potentially lose that customer's business forever. Not to mention the negative reputation and remarks that the unsatisfied customer can put out there about you and your business practices.
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