You're not just a good business person, you're an honest one. They're not mutually exclusive and it's rare to find someone who can be both at the same time. You had a bad customer. Just like messed up orders, you'll occasionally run across a customer who just can't be satisfied. Not much you can do to prevent it.
Something I might suggest for a future situation would be when sending replacement parts, include a return shipping label for the return of the defective/wrong part. They can ship it back in the box you send the replacement in.
You have been an awesome vendor for the Fiero community.
Now I will say that folks have been spoiled by Amazon...They are so big that they can eat the cost of a mistake here and there. They have the A-Z policy no questions asked and they will reship at their expense and will tell the customer to keep the wrong item. Item lost in the mail they ship another no questions asked... it goes on and on.
I sell stuff on Amazon and it scares me to death that I'll get a chargeback because I will have to give the money back no questions asked and I don't get the item back. It sucks being a small business.
I hear you on that... For a big business no problem they can take the hit... For the small time, well that hurts when amazon, paypal & ebay ( a few others) want to control your customer service. They do have the power to play with your funds and have no problem stepping in when they want to. It's a chance you take when doing business with them. When the hits are costing more that the benefits it's time to drop them..
Rodney, You are a good business man and you provide excellent parts and top notch service. Mistakes happen and in my opinion you went above and beyond to make it right
I think the problem is that not all customers are good, and try to get something for nothing. I mean seriously you overnight the correct parts and eat the extra cost and he feels he has the right to complain about the return shipping? There are very few places if any that would provide that kind of customer service.
Unfortunately being a businessman, bad customers force you to have to cover you butt, which in turn could potentially harm the outstanding service you provide for the rest of us, you might think twice next time someone has a request like that, which is sad. One of those a few people can spoil a good thing for the rest of us.
I hate to say it Rodney, but you've learned exactly the wrong lesson.
If it's your mistake, then you, as business, should pay for any inconvenience you may incur to make your customer happy.
Think not of the few bucks you lost, but the advertising you have gained. If you make your customer happy, not only will he be singing your praises and buying more from you, he will also send more business your way! You'll more than make up your losses from your good reputation.
I agree! You can turn a bad situation into a good one. Usually, something like you did would cause me to forget about the bad, and focus on the good.
How about the other side of the story? Perhaps the other person would chime in.
Originally posted by johnt671: You have a bad customer. You made a mistake and went out of your way to make good on it, which is as it should be. Shipping overnight to correct was the right thing to do at a high cost to you. Now the customer wants to fight over a few bucks in shipping charges to send the parts back. That isn't something that I would do if I were in his shoes.
I guess looking at this objectively I think most customers would not expect to pay for any shipping above the original order if the vendor sent the wrong part. Even if alot of other companies would charge the customer for more shipping.
The difference in this case is Rodney paid alot to overnight the correct part. Sometimes it has to do with communication, if during the call where it was decided to overnight the part the customer was informed that they would be paying to return the wrong part, or if it was not communicated and the customer found later out some other way. Rodney mentioned the customer was arrogant, that sure doesnt help things or make it easy
Rodney did great actually refunding the return shipping as well. This thread is great PR. I know I have never had any issues with Rodneys service or quality.
[This message has been edited by 2.5 (edited 05-05-2014).]
There is a good reason why I always check to see if Rodney sells something that I need before I look elsewhere...
Exhibit A: I decided to do an auto to manual swap in my car... I start collecting parts. I know that Rodney's master cylinders are the best you can get so I buy one.
Right on the product info page in big red letters is stated:
quote
NOTE: To insure that you receive the correct clutch master cylinder with the correct banjo check your Fiero before ordering.
I, having an 88 and no clutch pedal, just derped and bought the small pin, late style banjo. Well, many moons later I get a deal on a pedal, and I snatch it up. Take it home look at it and get that sickish feeling you get when you are stupid. Sure enough, it's an early style pedal.
So.... I email Rodney and ask about buying a replacement banjo for his master, because I am an idiot. He replies back, 'you should have it in a few days'...
Sure enough, I get a package with the correct banjo inside, no questions asked.
Sure enough, I get a package with the correct banjo inside, no questions asked.
I think I sent that N/C also didn't I? I vaguely remember that one.
------------------ Rodney Dickman
Fiero Parts And Acc's Web Page: All new web page!:www.rodneydickman.com Rodney Dickman's Fiero accessories 7604 Treeview Drive Caledonia, WI 53108 Phone/Fax (262) 835-9575
I think I sent that N/C also didn't I? I vaguely remember that one.
Yup... to the wrong address, because I had moved since my last order and didn't get you the new address before you shipped it. It was returned and you re-shipped it again, out of the kindness of your heart. I still feel like an idiot, sorry...
Bet the memory is not so vague anymore... Thank you again, sir!
I would have gladly paid the return shipping had the customer paid for the upgraded overnight shipping (amount over standard shipping). Standard shipping is $6.00. Overnight is $20.00. Minus the $6.00 return amount he owes me $8.00. Yet to make him happy I had to give him $6.00 back. And get called all sorts of degrading names and told many degrading statements to the type of person he thinks I am. Oh well.
You provide a unique, irreplaceable service to this community. If I were you, I'd be keeping a list of names, addresses, and phone numbers of the people who were rude, dishonest, or otherwise not-worth-the-trouble.
Then if one of those people called to order from me at a future date, tell them you are not interested in their business.
I've had great satisfaction with each of the orders I've placed with you.
I've gotten free stuff from Rodney also. The ball end popped off of my Getrag select cable and he sent me another one with no charge for the part or shipping.
Slight hijack, I had a good experience with Crutchfield recently. So see? People do share the good experiences as well as the bad ones.
Yup... to the wrong address, because I had moved since my last order and didn't get you the new address before you shipped it. It was returned and you re-shipped it again, out of the kindness of your heart
Yes. You are nice to me and in turn I'm nice to you.
------------------ Rodney Dickman
Fiero Parts And Acc's Web Page: All new web page!:www.rodneydickman.com Rodney Dickman's Fiero accessories 7604 Treeview Drive Caledonia, WI 53108 Phone/Fax (262) 835-9575
I certainly don't think so. Rodney, several years ago I bought a 2.8 idler kit for an 88, that of course includes a longer belt. Well, when I put it all together, the belt I got was WAY too long. I sent an email about it, and you asked me what the part number on the belt was. I told you, and before I knew it, another belt was in my mailbox, of the correct size. I can't ask for better customer service then that.
You are the worst business man on the net. I mean, who actually offers quality parts that are hard to find to non existent at reasonable prices (must be a scam) to help keep an outdated car alive? You go so far as to take care of a customer and overnight a part instead of making them wait 3 days , shame on you!!!! Where would this world be if other people actually run a business like you? all seriousness , you cant win them all.. In learned that after 15yrs of business. I focused on the ones that I could make happy and keep and did not worry about the ones dissatisfied no matter what I done to help...
------------------
87GTseries 1 3800sc (7.597 @88.53 1.579 60ft) (series II swap in progress) 85GT Northstar/ 4t80e 86GT 3800 n/a---sold Northstar Rebuild
I'm not saying no business does this but show me any business that says if we ship the wrong part we will overnight the right part so you have it the next day at no cost to the customer for this overnight cost of shipping.
Rodney welcome to the new normal!
I deal with customers around the world and on parts. What you experienced was just what we see daily as customers now have what we call the Wal-Mart thinking that no matter if the customer is totally wrong give them what they want.. It has gone on for a good while many place just will not say no to a customer and they know it and will want and expect it all even if the customer is at fault let alone if you made a mistake.
I mean even in cases where a guy has ordered the wrong headlight covers off a web site and then expect the company to send out the new ones Next Day Saturday because he ordered them on Thursday for Friday because he has a show on Saturday. Now tell me his car will run fine minus a head light cover let alone that he made the mistake himself and will not own up to it even if you can prove through a recorded call or if the order was placed by him on the web.
The fact is people will take and take in many cases as long as they will get away with it. Many larger companies call it the cost of doing business as they will make more over the long run than they will lose but for the small businessman it is difficult as they can not survive by doing this. The one Ace you have is where else would many find your one off products.
Rodney I fully understand what you face and understand the frustration. You are one of the top auto part business I have dealt with. I also work in the industry and understand the challenges you face.
The bottom line Is you have limits and you have to at some point cut some folks off or understand no matter what you do you will never please some as they will keep it up to just see how much they can get from you.
Our old joke is with some customers we could send a new part out next day Saturday, pick up the other parts, fly out and install the part, refund the full purchase price. and have the salesman killed and they still would not be happy. The sad part I have done all this less the killing and people are still not happy.
My advice just keep on doing what you do best and you will be fine. No matter what you do you are going to lose one now and then but you need to ask can I afford to keep them. There is a time and place some customers need shut down. If not they will bleed you till you go out of business.
People know how the system works anymore and they will take advantage of it at any turn.
The worst one I have seen is where people buy a Lawn mower in May at Wal-Mart and then take it back in October saying they did not like it. For a long time they were taking these back and now Wal-Mart has even said no. We all have our limits.
Rodney everything I have bought from you has been great and don't change. I normally do not need much for my car being low mileage but you are the first place I go when I have a Fiero need and I will continue to do so.
[This message has been edited by hyperv6 (edited 05-07-2014).]
Anything I have ordered from Rodney has been top notch. My local mechanic will be (or has) ordered a TV cable for my 88 GT. He couldn't find one locally and wondered if I knew a source. So I went to the web site and found one and gave him the contact information So just get it to him quickly, as I can hardly wait to see what his final bill will be.
Who dareth besmirch the name of Sir Rodney of Dickmans? Prepare the Judas Chair!
Bad customer service from someone who gets a call from an excited Englander with his Fiero shopping list...having forgotten about the time difference and phoned the afore mentioned Sir Rodney of Dickmans at 5am ..... whom still took my order despite being rudely awoken!
Who dareth besmirch the name of Sir Rodney of Dickmans? Prepare the Judas Chair!
Bad customer service from someone who gets a call from an excited Englander with his Fiero shopping list...having forgotten about the time difference and phoned the afore mentioned Sir Rodney of Dickmans at 5am ..... whom still took my order despite being rudely awoken!
I love the Brits. I remember once a woman from England was not happy with her parts and she was more polite than most Americans when she was blessing me out.
In America most people are not too bad unless they live near salt water. Not sure if it is the air or what but they can be pretty aggressive or zones out depending on the coast.
Your business ethics are just so bad I had to order $55 in parts today. Everything I ordered I could have gotten somewhere else by why. Thanks for what you do for the Fiero Community. I am very appreciative of your service and how patient you have been when I have spoken with you about my problems.
I am a business man. Fortunately I don't HAVE to have the business for income. I learned dealing with a customer that may be displeased is all part of doing business. It is going to happen my friend. Sometimes, I'll admit, I want to just crawl in a hole because I made a mistake. Rest assured, if you follow your instincts you will do what is right and you will sleep well.
Estimate the number of unhappy customers; estimate the happy customers; divide the unhappy by the happy ones and multiply by 100. You decide at that point what, if any, corrective action needs to take place.
Good luck--I look forward to doing business with you on my new 87 fiero makeover.
Rodney, to punish you publicly for your "horrible" customer service rep, I decided to finally order my headlight rebuild kits.
I will also punish you later when I can afford to put the getrag in my car and need cables. Then, probably next year I'll punish you again by ordering new '88 wheel bearings.
That outta teach you.
In all seriousness, please keep up the great work, and don't let one self-important dbag ruin your day. For every one of him, there's hundreds of us out here that would be lost without what you do.
You are a GOOD businessman because you go out of your way to make the customer happy. Sure there may be a few out there that you loose money to, but the fast majority know that when they buy a product from you, you will give your best effort to make them happy. Why do I buy from you?
1. I KNOW that you have gone the extra mile to develop and provide the best product possible. Period. There is no "cheap crap" in your shop. 2. I KNOW that I will be happy when the final word is said. The products take care of the vast majority of this satisfaction, but the delivery timing is fantasitc, AND, I KNOW that you will make it right if I have any issues for any reason.
Item #2 is what you are showing here and there should be no shame. I think you should take pride in the fact that dispite the customer being a pain, you did the right thing anyway. That is what I call character my friend.
Thank you for all your products and effort. I think you know where I stand....
Yes, a horrible business person. Great products, reasonable prices, honest customer service, fast shipping, nice site, fair treatment. Gee, nothing good, just horrible.
Seriously, I'm the first to hop on the complaint wagon. No complaints here.
Go ahead and flame me. I haven't bought many things from Rodney. Not for lack of trying, mind you. He talked me out of it. Not refused. Just a statement that I didn't need a particular item.
I have a cart full of items I'll buy when I can. Problem is, the cart keeps growing. Bad thing, browsing. I keep finding things I need.
Rodney, you are top notch when it comes to your business practices. As you well know you can't please everyone. You bent over backwards for this jack ass of a customer and he bit you in the butt. Some people don't know when you are doing them a favor and won't return one in kind.
You're always going to be an asset to the Fiero community. We all appreciate everything you have done. Sometimes unfortunate circumstances happen, but that's the way life is. Thank you again and keep on doing what you are doing for all of us. We thank you.
He replies back, 'you should have it in a few days'... 
Thank you again, sir!
