A family mail ordered a lamp shade to replace one of their
own that had aged. Prior to placing an order the supplier asked them to send
via email a scanned photo of their existing shade to confirm they had a
replacement. The family did so. When the replacement shade arrived it was the
correct version, however, it was discolored and damaged probably from years on
a shelf.
The family called the supplier who pushed back, refusing to
take the unit in return. The family escalated to management of the organization
who agreed to accept the unit and pay the cost of return shipping. The return
shipping costs where high because the supply organization refused to allow use
of their bulk shipping rates. The family notified their credit card company to
dispute the charges, and made a point with management about abuse from the
underlings in the organization. Someone probably lost a job as a result.
How to you train your employees?
Steve Koenig, SCORE Counselor
Visit us at: www.scoresouthflorida.net
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