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The Customer Is Not Always Right

Here's proof.

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Bottom line: The customer is not always right. And in addition to being wrong, customers also can be unreasonable, unethical or outright offensive — with some checking multiple boxes. We asked you to share stories of when a customer was wrong at your pet business. In some cases, you offered a refund or return even when not warranted to save your sanity and time. In others, you held fast to protect your profits and team. No matter the outcome, you all made it clear that a blanket “The customer is always right” policy does not apply to indies and certainly not in 2019. Take that, coiner of the phrase, Harry Gordon Selfridge!

LIKE THE PUP. THE PET PARENT? NOT SO MUCH

We had a client with a dog who was fearful and extremely matted for grooming. We used every technique to get out the mats and not hurt the dog or stress her further. Didn’t work. We had to shave her short but fluffy. We did ask Mom first. However, Mom saw the dog on camera playing in the yard and came in pre-angry. In short, I explained it was a case of humanity over vanity, but she was still angry. Said she would never groom with us again. My response: “Please feel free to do whatever you feel is best for you and your pup. My main concern is the happiness of your dog.” She has brought her dog back three times, but I will only let her board or day care. It would be nice if she never came back, but we do like the pup. — Hope Garlick, Little Paws of Hope, Westbury, NY

SMH

A customer returned half a bottle of flea spray, saying it made his dog throw up after he sprayed him in the face. — Ron Keller, Captivating Canines, Westerville, OH

NO SHAME IN THIS CUSTOMER’S GAME

Years ago, we had a customer who bought a small bag of dog food and brought back the bag about two-thirds empty within 10 days or so, saying the dog wouldn’t eat the food. After the fourth or fifth time, we refused to accept the bag. She claimed the manufacturer stated on the bag: “If not satisfied, return bag to store where purchased for a refund or another bag of food.” She said she was going to call the company. And she did.

About a week later, she came into the store with a coupon for a free bag of food from the manufacturer. I honored the coupon and called the manufacturer. I found out the customer told the company I flat out refused to take back the bag of food, but never said anything about the numerous other returned bags. I did have a very nice conversation with the manufacturer to set things straight.

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Wouldn’t you know, that customer came back trying to return the bag of food again. I had a talk with her and told her it appeared there was no way we could satisfy her or her dog and it was best if she didn’t shop in the store anymore. As she was leaving, she said she was going to tell all her friends not to shop at the store. I said, “Thank you.” We’ve since changed return policies. — Nancy Okun, Cats N Dogs, Port Charlotte, FL

OR THIS ONE’S

Just recently, a customer received a free bag and argued with my staff because she wanted a bag that was not the one redeemed. She called us names and made a scene, even left and returned to yell at us again. I called the police. I can’t fix crazy! — Jennifer Flanagan, Nature’s Pet Market Sherwood, Sherwood, OR

IT CAME FROM A PET BOUTIQUE

A client recently ordered a dog birthday cake. After the weekend was over, she called complaining that she ordered this cake for her pet and human guests, and the human guests did not appreciate it. It was shaped like a dog bone. After repeatedly trying to reason with her as to why a dog cake is not the same as a human cake, I just refunded her money. Sometimes the refund is worth the valuable time I would have to spend on stupidity. Leel Michelle, Bow Wow Beauty Shoppe, San Diego, CA

TAKE YOUR RACISM ELSEWHERE

It amazes me over the years that people are still racist and very unkind. One pet owner was picking up her Poodle at our grooming salon from one of our fantastic groomers, who was both Hispanic and African American. She said she wasn’t comfortable with that particular staff member working on her dog … even though the fur of the dog was similar to the groomer’s hair (!) so she should be familiar with how to groom it. Needless to say, I was floored. Her Standard Poodle was black. I asked her if she thought it would be fair, reasonable or kind if I told her and all owners of black dogs that they were not allowed in my building or that we weren’t comfortable working on them, just because of their fur color. She threw money at me and walked out. So, I guess I made my point. — Krista Lofquist, Wagging Tails, Wolcott, CT

WHAT DOES DCM STAND FOR AGAIN?

This didn’t happen to me, but a vendor rep told me he was in a store shortly after the FDA’s list of foods [named in reported dilated cardiomyopathy cases] was released. A customer came in to return the dog food she bought. She was angry that the store would sell her a food with DCM in it. (Eyes roll.) — Keefer Dickerson, Nashville Pet Products, Nashville, TN

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FLEAS COST EXTRA

We had a client who had two Westies. The first time she came in to get them groomed, we called her within 15 minutes to let her know that her dogs had fleas and would be getting a flea bath. About a month later, she came in again, same thing. This time she did not believe us and wanted proof, to send her photos. She said we must put fleas on dogs to get the extra fee, and she was not paying. We told her that is our policy, and when she came to pick up, she paid and pushed everything off our counter onto the floor and told us we were scamming her, and she would never be back. Bye! — Jessica Cooke, Yuppy Puppy, O’Fallon, MO

CHECK YOUR CALL LOG BEFORE YELPING

I scored a negative Yelp review from a customer who said we don’t answer our phones. She called at noon on a Sunday of a three-day holiday weekend. We were closed the entire weekend. The last time she called, we returned her voicemail eight minutes later. I looked at her other Yelp reviews and saw she had left a similar complaint at another dog day care and at an animal shelter on the same day! So I replied publicly to her Yelp review, pointing this out. She deleted the Yelp reviews on all three businesses and sheepishly apologized to the other dog day-care owner (never to me). Will I see her again? I doubt it! — Katherine Ostiguy, Crossbones, Providence, RI

HE WOULD NEVER!

We had a customer return a Kong, saying it was defective because it had “fallen apart at the seams.” Upon inspection, it was clear that it had been chewed up. When I pointed this out, she was adamant that her 4-month-old puppy was a good boy and would never destroy anything because he knew it would hurt her feelings. Normally, we have a very liberal return policy, but this was one time I could not bring myself to accept the product back. Did it cost me a customer? No doubt. But is she someone I wanted to keep as a customer? Not really because I knew she would be an ongoing issue. Unlike her perfect puppy, I was willing to risk hurting her feelings. — Wendy Megyese, Muttigans, Emerald Isle, NC

STALKING? REALLY?

We had a customer come in right at closing time. My person in charge and clerk both asked if she needed help with anything as we were closing up, and she said no and kept shopping. She ended up angry that she felt rushed and claimed they were stalking her. The customer ended up yelling at our staff member and threatening a lawsuit. We politely disagreed with how it went down, and it never went anywhere. Just quietly went away. We were shocked it never went to a bad review, or anything, but we were glad. — Jennifer Larsen, Firehouse Pet Shop, Wenatchee, WA

MAYBE DON’T LEAVE THE HARNESS ON?

I had a customer who purchased a 2 Hounds Design Freedom Harness. His son left the harness on the dog, and the dog chewed it. The customer came back to my store with the chewed harness and asked what I could do for him. I told him about their repair warranty. He said he needed it right away, so I agreed to give him a courtesy discount on another harness, with the thought he would send the other one back to 2 Hounds Design for repairs. Or at least take it to the local shoemaker for repairs.

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The customer came back a month or so later with another chewed harness. This time, he wanted me to take the harness back and give him a new one for free. When I told him no and offered him another courtesy discount, he flipped out, cussing and fussing as loud as he could. I didn’t have to say anything else because several customers came to my rescue and put the guy in his place. I’m not sorry to lose that guy’s business! — Sue Hepner, Cool Dog Gear, Roslyn, PA

LESSON LEARNED

We had a customer tell us that we told them a toy was guaranteed when it was not. They, of course, came in at the busiest time of day and made a stink, raising their voice and trying to make us look bad. Even when the customer is wrong, you still have to think that maybe, just maybe, something was interpreted incorrectly or misunderstood. I ended up taking the toy and replacing it with a toy by the same maker that wasn’t a big mover, and she walked out satisfied. The lesson learned from this was that my staff and I need to be very clear with our words and to make certain customers understand what we are saying. So we have used this situation to practice how we speak about various products. — Johnna Devereaux, Fetch RI, Richmond, RI

Pamela Mitchell is the editor-in-chief of PETS+. She works from her home office in Houston, TX, with Spot the senior Boston Terrier as her assistant.

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