Irate Customer - Advice needed urgently!!

[minornut]

I have a problem with a customer at the moment who just won't accept the answers I give him relating to the delivery of some goods that have had to be specially manufactured in the US and are taking a while to arrive.

I have done everything in my power to get the goods as quickly as possible for him but everything I do is just not enough.

I'm expecting another irate phone call from him this afternoon and would like some suggestions as to what to say to him as I can't really say what I would like to

suggestions of "Now listen you effing C I've done everything humanly possible for you so if you don't stop complaining I'm going to rip you a new a-hole" won't really help

[Podie]

State you have done all you can, and offer him the opportunity to go elsewhere..?

[Incorrigible]

Document everything you've done

Tell him everything you've done

Ask him what else he thinks you could do

[scruffy]

You promised to make his small bag of soot into gold eh.
I had him last week.

If you truly believe you cannot do anything more for him and have exhausted all avenues, ring a couple of your competition, explain the position you're in and ask for their help - then explain this to your guy - and offer him all the options. If he doesn't appreciate your candour, honesty and integrity, rape his daughter.

[Raify]

Stay calm
Agree / sympathise with his frustration but DO NOT apologise
State facts (no "I'll see what I can do" or "I'll get back to you")
Give him options

[einion yrth]

Incorrigible said:

Document everything you've done Tell him everything you've done Ask him what else he thinks you could do

Then; tell him to eff off

[cotty]

Tell them where the problem is and who is causing the delay

[minornut]

cotty said:

Tell them where the problem is and who is causing the delay

Already done this, half the shipment was destroyed on its way to port by the carrier so had to be remanufactured. When I told him that the replacement would be sent earlier than expected he still said it was unacceptable

[pdV6]

Incorrigible said:

Ask him what else he thinks you could do

Then you're back to this one, then.
The goods don't exist, as they're special order I guess. Be interesting to know how your customer expects you to be able to rustle them up any quicker...

[simpo two]

Maybe he's building up to not paying the bill, or only paying some of it...? I'd be wary of the payment/credit side.

[scruffy]

minornut said:

I told him that the replacement would be sent earlier than expected he still said it was unacceptable

simpo two said:

Maybe he's building up to not paying the bill, or only paying some of it...? I'd be wary of the payment/credit side.

Unacceptable? Phew, nasty.

Would brace yourself for Simpo's cynical prediction.

[agent006]

Just explain the situation, ask him what he wants you to do about it. If you can cancel the order and not annoy your suppliers, tell him you do not want his business.

[simpo two]

Can you sell the goods elsewhere? If so you might consider cancelling the order ('I'm sorry Mr Customer but we couldn't meet your delivery schedule') and avoiding the nightmare scenario that he accepts the goods and doesn't pay.

Who's got the most powerful position, you or him? It would be interesting to quietly mention to him that you may simply cancel the deal and see what effect that has. I suspect he will either go beserk, or roll over and start behaving better.

[minornut]

scruffy said:

minornut said: I told him that the replacement would be sent earlier than expected he still said it was unacceptable simpo two said: Maybe he's building up to not paying the bill, or only paying some of it...? I'd be wary of the payment/credit side. Unacceptable? Phew, nasty. Would brace yourself for Simpo's cynical prediction.

They have always been a very good customer in the past until one of their competitors won the contract so I don't anticipate any problems on the payment front.

This has all ben precipitated by our supplier discontinuing the previous product and then taking 3 months to quote for its replacement!!!

[Trooper2]

If after doing all of the good things above, the customer continues to scream and yell, then fire him. Yes it is good and exceptable to fire a customer occassionally. Make sure you treat it just like a normal firing, let him know why he is being let go as a customer Etc.

Good luck.

[Donut]

Is he the end user or is he getting grief from his customer? if the later then offer to phone his customer to put there mind at rest that he is not lying to them about the delays!!

and just remind him that the events causing the delay's where not caused by you! explain them again to him and ask him if he where in your shoe's how would he of handled the whole situation!....for future refrence.

[minornut]

He's a consolidating exporter (best description I can think of).

Just passed on some good news via email (I'm a chicken) from my supplier and to his assistant flick me I got a thank you from her!!! That's the first time they've said thanks for anything so far in this whole saga. Mind you she's been perfectly reasonable though out apart from refusing to speak to some of my colleagues whilst I was off on compasionate leave.