19. Money back if your puppy coughs was unacceptable
THE MONEY BACK GUARANTEE WAS NOT ACCEPTABLE
"Why did you tell the lady buyer that she did not need to get her Chihuahua checked by the vet even though it was coughing?" I phoned the amiable pet shop operator who prided himself to be a very professional marketer. "She was not pleased with your advice. The coughing could worsen and the puppy could develop pneumonia and die later.Yet, you insisted on her returning the puppy and giving back her the money. She said to me that she had just asked you for advice about her puppy's coughing. You kept saying you would return her the money. She had no desire to get her money back.
The pet shop operator was surprised that the buyer had contacted me. He thought he had neatly resolved any complaint from the buyer by offering money back if the satisfaction was not there. Money back. No questions asked. That's the best sales tactic in the world as it demonstrates that you sells only top quality goods.
The buyer phoned me because the puppy had my vaccination card.
"I did not tell her not to see the vet," the pet shop operator said. "I said that if I were the owner, coughing is a minor thing and I would not consult the vet."
I had no comment. I did not want to be pedantic. The buyer was worried. She lived with the puppy. Probably this Chihuahua slept in her bedroom. Maybe on the same bed. The coughing would have kept her awake. That would be worrisome as the puppy could get sicker and die of pneumonia.
"In addition," the pet shop operator elaborated, "The buyer was complaining about having to pay veterinary fees for the coughing puppy."
Many buyers don't mind paying for the puppy but balk at paying veterinary fees if the new puppy was unwell.
This was understandable. But should the pet shop operator insist on money back all the time when he perceives the buyer as fastidious? Taking too much of his time and too much trouble. Not willing to spend more money when the pet is sick?
But she did not want her money back. So, what was the solution now? He said he would phone her and I hope he could find a satisfactory solution for her.
"Why did you tell the lady buyer that she did not need to get her Chihuahua checked by the vet even though it was coughing?" I phoned the amiable pet shop operator who prided himself to be a very professional marketer. "She was not pleased with your advice. The coughing could worsen and the puppy could develop pneumonia and die later.Yet, you insisted on her returning the puppy and giving back her the money. She said to me that she had just asked you for advice about her puppy's coughing. You kept saying you would return her the money. She had no desire to get her money back.
The pet shop operator was surprised that the buyer had contacted me. He thought he had neatly resolved any complaint from the buyer by offering money back if the satisfaction was not there. Money back. No questions asked. That's the best sales tactic in the world as it demonstrates that you sells only top quality goods.
The buyer phoned me because the puppy had my vaccination card.
"I did not tell her not to see the vet," the pet shop operator said. "I said that if I were the owner, coughing is a minor thing and I would not consult the vet."
I had no comment. I did not want to be pedantic. The buyer was worried. She lived with the puppy. Probably this Chihuahua slept in her bedroom. Maybe on the same bed. The coughing would have kept her awake. That would be worrisome as the puppy could get sicker and die of pneumonia.
"In addition," the pet shop operator elaborated, "The buyer was complaining about having to pay veterinary fees for the coughing puppy."
Many buyers don't mind paying for the puppy but balk at paying veterinary fees if the new puppy was unwell.
This was understandable. But should the pet shop operator insist on money back all the time when he perceives the buyer as fastidious? Taking too much of his time and too much trouble. Not willing to spend more money when the pet is sick?
But she did not want her money back. So, what was the solution now? He said he would phone her and I hope he could find a satisfactory solution for her.
posted by Photography by Sing Kong Yuen | 5:43 AM
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