How-To Articles

Tagged in Research

How To Actually Generate Customers On Professional Networks: Part 1

Asked by Julbert Abraham from AGM - LinkedIn Marketing & LinkedIn Training

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If you're wondering if you can get clients from a professional network such as LinkedIn or Alignable (or any... Read Full Answer

Data & Insights

Tagged in Sales & Promotions

10 Actually Actionable Benefits Of List Building

Asked by Juan Manuel Colome from Top Response Marketing

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What is List Building all about?

List building refers to a continuous process of adding new and updated subscribers to your list.... Read Full Answer

Local Business Stories

Tagged in Local

Celebrating Small And Locally-owned Businesses With Bill Brunelle of Independent We Stand

Asked by Alan Belniak from Alignable

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Today's special edition of the Local Business Stories by Alignable podcast highlights... Read Full Answer

Offer a Refund or just Eat the Loss?

By Chris Allen-Menz · Posted on Wednesday, August 30, 2017 · Tagged in General Discussion



Quick business question. I had an order to fulfill. They usually take around two weeks. The vendor that I use lost the order. I had offered an additional $50 discount to my client for his trouble. I paid a rush charge to ensure this and that was fine with me. Then my client gave me an ultimatum that if he didn't receive the merchandise by this Monday he wanted a refund. After the 'ultimatum' I paid a one-day extra rush charge for them to be for sure ready this Monday. I called on Monday to let them know the order was ready, no response from e-mail or phone messages. Finally, that night they said they would pick them up on Tuesday now. He picked the time then canceled a little later. Now it's Wednesday. Should I be torqued or irritated that I went out of my way and then some to fix the problem and I haven't received a reciprocated professional courtesy? Oh, he also wants the additional $50 discount now which was really based on me starting his order over. I did pay extra money and am actually losing money on this order. Would it have been better to just refund the money?

Mark Mehling (Mark@TakeControlMarketing.com) from Take Control Marketing
84 Locals Recommend Them • Answered on Thursday, August 31, 2017

Hi Chris,

Simple summary from the clients point of view:

1. You had my order. Vendor problems are yours, not mine.
2. You had a due date. You missed it. Your business problem, not mine.
3. You offered a discount for my patience. I'll take it.
4. I am losing trust that you will ever deliver so give an ultimatum before calling my lawyer.
5. When I pick it up has nothing to do with when it was due. If you promise it Monday and I choose to wait a week, that's my issue.
6. You offered the discount, why would you now try to retract it? Did you meet the original... (more)


Chris Allen-Menz from CA Marketing
0 Locals Recommend Them • Replied on Thursday, August 31, 2017

It was already a heavily discounted order. 99% of my clientele are out-of-state. I'm trying to establish a local presence, also. All orders are approximate delivery dates. Basically the original order was 'lost'. I had given them the option to not have it re-done or I start over. I know the issues aren't my client's issues. My only point is that they demanded a new delivery date that wasn't discussed. I paid extra money and I went out of my way to make it happen. It was a slap in the face for them to not even pick them up as 'demanded'. I actually drove out... (more)

Mike and Katy Hanson from American Solutions for Business Tidewater, VA
0 Locals Recommend Them • Answered on Wednesday, August 30, 2017

Sometime it pays to eat crow other times it just tastes like bird poo-

angry client's often stay angry and infect others with that anger.

I would go see him/her in person and just chat about the weather and family.

Plus I would have chat with vendor who f'd up and tell them they should cough up the 50.00 bucks.



Chris Allen-Menz from CA Marketing
0 Locals Recommend Them • Replied on Wednesday, August 30, 2017

Yeah the problem is I did offer him the discount but not for a next day print-job. Then it was a slap in the face to pick it up two days later. Second, my former vendor, blamed it on me. They said I didn't pay their invoice which I proved that they never sent. They did acknowledge receipt of the order and a separate email for the artwork. I've know this vendor for years and said I don't want to babysit every vendor. Send me an invoice, I always pay it then they do the rest. I did ask for a discount. I was told that "I knew that I didn't pay for that invoice!"... (more)

Carol Ruddick from Carol Rudick The Print Pro
5 Locals Recommend Them • Answered on Thursday, August 31, 2017

He is being a jerk and busting your chops. If he is a good customer I would talk to him about it and see if you can come to an agreement regarding cost and be up front with him about what it cost you to get him what he needed. If it's a first time buyer or someone who is always very difficult, eat the cost and walk away. In the 35 years I have been doing this, I think I have seen it all. Unfortunately there are customers out there that do this because they think they can

Jennifer Fortney from Cascade Communications
2 Locals Recommend Them • Answered on Wednesday, August 30, 2017

Great responses. Sadly, you cannot please every client or customer. If they're having a bad day they have no problem taking it out on you. Take a deep breath and let it go. If you continue to do the right thing, you will attract more of the kind of customers you desire. I would send a final email apologizing for the inconvenience, etc. It's a good way to soothe a challenging customer.

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Asked By

Chris Allen-Menz from CA Marketing
San Diego, CA