Today I received an order I placed from one of my wholesalers. In doing so I received a valuable lesson in marketing.

Unfortunately one item arrived broken. So I had to make the dreaded call to customer service. Dreaded because I have to call, their email customer service leaves something to be desired.
I got thru without waiting which was a big plus.

I went over the problem and the customer service lady set up a replacement order. Then the new twist came. She asked if I wanted to add anything else to my order since they were picking up the shipping. Never had they tried this one on me before. I admit it’s been awhile since I had an order issue, but I don’t think. Hey I had never thought of trying to upsell a customer when
they had a problem order. Interesting!

I thought about it, but declined the offer. She then had a minor pc issue so we had to go over a few details. She asked me if I was sure about not wanting to order anything else. She then told me about a special offer at half off and did I want to go ahead and add that. I declined again.

Just when we were done she mentioned their new program. . She wanted to know if I had I heard of it. I said I was aware of it. She asked me if I wanted to hear about it. I said sure if it won’t take too long. She explained it and asked me if I wanted to sign up. I declined it as well.

Never waste the opportunity to ask your customer’s to buy again. I’m sure you have learned the art of dealing with people asking for refunds. Now you have been given some ideas on how to handle problem orders. This could work for damaged items, missing orders, and wrong orders sent. Even a negative can be turned into a positive.