Wow.......How rude is that?

[jo zero]

This business owner has forgotten the golden rule of business - the customer is always right. Nothing wrong with his query, just the way it was said. In this tough economic environment, everyone is competitive on price - what sets you apart is service, service, service.

And as for the indignation at the OP for posting the email (minus the person's and business' name mind you) - how naive! In this day and age every time you send an email, you are sending it to the whole world. Businesses in particular need to remember this and compose their emails accordingly.

[GraemeL]

At the end of the day he is there to make money. If he assumes you want it this way or that and completes the work and you are not happy, will you still pay for it or will you go elsewhere?

I am guessing the latter, all he is doing is asking you to make damn sure your measurements are correct because when it's finished he expects to be paid.

[weso]

At the end of the day he is there to make money. If he assumes you want it this way or that and completes the work and you are not happy, will you still pay for it or will you go elsewhere?

I am guessing the latter, all he is doing is asking you to make damn sure your measurements are correct because when it's finished he expects to be paid.

X2


Sent from my iPad using Tapatalk HD

[Teabag]

This business owner has forgotten the golden rule of business - the customer is always right. Nothing wrong with his query, just the way it was said. In this tough economic environment, everyone is competitive on price - what sets you apart is service, service, service.

And as for the indignation at the OP for posting the email (minus the person's and business' name mind you) - how naive! In this day and age every time you send an email, you are sending it to the whole world. Businesses in particular need to remember this and compose their emails accordingly.

Sorry, I don't agree with the golden rule.....Customer isn't always right. Having said this, a business owner is always mindful of repercussions hence it maybe advantageous for him to take the moral high ground even when a customer is wrong. Business is tough and no way can you please all, what you need to do is focus on pleasing the majority with sound communication skills. As we can see with this thread we all have different expectations and how can a business owner know these differing expectations without good, clear and concise communication?

[The punter]

Interesting perspectives on customer service in this thread, all the guy had to respond with was "sure, happy to help, but I need a bit more info" but instead, he alienated his customer. Must be awful havin to deal with all those potential sales all day, just awful

[The punter]

http://www.mckinsey.com/insights/organization/the_moment_of_truth_in_customer_service

[ozbogwam]

This business owner has forgotten the golden rule of business - the customer is always right. Nothing wrong with his query, just the way it was said. In this tough economic environment, everyone is competitive on price - what sets you apart is service, service, service.

And as for the indignation at the OP for posting the email (minus the person's and business' name mind you) - how naive! In this day and age every time you send an email, you are sending it to the whole world. Businesses in particular need to remember this and compose their emails accordingly.

The customer is always right is the biggest fallacy, it just isn't true.

As to the issue of emails being personal they are just that people who don't act accordingly are at fault. It is the same as someone sending you a letter by post, you photocopying it and posting it on the community notice board. Just because do it doesn't mean they should, nor does it make it any less rude as per the topic of this thread.

Also I still don't see anything rude in the businesses response, it shows that he is professional and won't take a risk with guesses and prefers to ensure that the job is done right. So I guess he did compose his email accordingly

[muzza01]

I wouldn't look into it too much. His comments might have been direct but are not rude, I am very sure he did not mean to offend you.  Just try and work out the thickness you want or better still, ask him for advice on the thickness. I am quite sure he will do a great job and both of you will be happy.


As for comments the customer is always right!
My wife works in retail and has been abused and has witnessed abuse from customers over very simple things like:
They have run out of stock for an item
Customer has had to wait a few minutes for service
An item costs more than what the customer wants to pay.

I am not saying any swaggers would be terrible or abusive customers but there are plenty out there and business owners must put up with a lot of crap.

[dazzler]

This business owner has forgotten the golden rule of business - the customer is always right.

"Hello Mr Service Man.  I want you to service my car and put this special oil I bought off the internet in it."

"Your'e the customer sir. No problem"

Next month;

"My engine stopped, rebuild it."

"Your'e the customer. No problem."   

[jo zero]

'The customer is always right' is a mindset - it defines how you manage customer expectations. It does not mean you simply put the wrong oil in a car! It means you politely point out why that particular oil is not appropriate for that particular car, and what the consequences would be if you carried out that request. You then recommend an appropriate product and explain the benefits of this oil in terms of improved vehicle performance and reduced maintenance costs . . . .  or you tell the customer they are an idiot.

Which approach do you suggest is going to result in a better business outcome?

Plenty of respondents to this thread do not see a problem with the tone of the email, but plenty of others do. An email that was written more positive and proactive would mostly have satisfied 90% of people making this enquiry. Instead, a careless response like  this would have likely put off a significant number of customer enquiries.

If you can alienate a good proportion of your potential customers and still run an effective business, please let me know you secret!

[KingBilly]

Back to the OP.  I don't think there is anything rude about the reply received.  It is asking a simple, direct question.  Isn't that what email is all about?  Short and to the point.  kiwi_camper, everything in life doesn't come with a sugar coating?  Life don't happen that way, sorry.

KB

[kiwi_camper]

I wouldn't look into it too much. His comments might have been direct but are not rude, I am very sure he did not mean to offend you.  Just try and work out the thickness you want or better still, ask him for advice on the thickness. I am quite sure he will do a great job and both of you will be happy.


As for comments the customer is always right!
My wife works in retail and has been abused and has witnessed abuse from customers over very simple things like:
They have run out of stock for an item
Customer has had to wait a few minutes for service
An item costs more than what the customer wants to pay.

I am not saying any swaggers would be terrible or abusive customers but there are plenty out there and business owners must put up with a lot of crap.

I too have worked in retail and there is NO excuse for customers to be rude. However, as a customer, I don't expect to go into a shop and be left for 10 minutes waiting because they don't have enough staff working, or go into a shop to buy an advertised item that hasn't come into the shop yet or get spoken to rudely by someone who is serving me. It goes both ways. That is why, if I have a problem I speak to a manager, who hopefully has some management skills to help resolve the problem, whereby all parties are happy.

This topic has gone somewhat off track.......

My original thread stated that I had provided to the best of my ability as much information to the business owner as possible. I was then asking him to advise me on the next step in the process, given that he is the professional and knows his business better than I do. All it would have taken was an email stating "I need to be clear about what you're asking for, before I go ahead". Not an email saying "If I get this wrong you'll blame me". That really makes me want to place an order with him.

The tone of any written communication can be misconstrued, that is why it is important not to get emotive.

I have to say that ordering a Drifta DPOR kitchen from Luke, with all the specifications we had, was a lot easier than this. I guess that's why you would say some people are more professional than others- and perhaps more successful in business too.

 

[muzza01]

Not sure if the thread has gone off track that much. Your Q was" how rude is that"?. We have all put points of view on whether his email was rude or not and points of view from customer and business owner. I and Others are not telling you what to do, just responding to your thread Q.

I didn't mean to offend you in my comments
If you not happy with his customer service, shop elsewhere. 

[GraemeL]

Others have said that the workmanship is top notch, they have also said he can be straight to the point. I wouldn't read too much into his reply, he simply wants to make sure you are happy and he gets paid for his work.

It's up to you the customer, to tell him what you want and how you want it and it's up to him to supply that for you. It's not up to him to guess what you may or may not want.

[DannyG]

I think this thread has proven the world is made up of many different types of people all with different expectations in life and different styles of communication. The most valid point to the actual complaint from the op is the one dazzler made in regards to the business owners nationality.
I think we can all agree he has meant no harm, he simply needed clarification and rightly so. Sure he could have asked for clarification differently but he didnt, he communicated the best way he knows how.
No harm done, bring on the holidays I obviously need to get out there if I have time to reply to this thread....twice

[SambOz]

Sorry, but I don't see a problem with their reply.
It certainly cuts straight to the point, but I don't think it's rude.

How do they know what you want to put in the bag?

Perhaps try reading their reply again, and imagine it with a different tone.....

Cheers,

Totally agree, if the canvas maker makes them to big/small and customer refuses them where does that leave him ?

He quite rightly just wants the customer to tell him what THEY want - can't see why anyone can have a problem with that.

[Brumbypt]

Wihen i got my canvas seat covers made from my local canvas sewer i had to take out one of my seats so he could custom make them to suit..

Same with my mower seat..

[dazzler]

'The customer is always right' is a mindset - it defines how you manage customer expectations. It does not mean you simply put the wrong oil in a car! It means you politely point out why that particular oil is not appropriate for that particular car, and what the consequences would be if you carried out that request. You then recommend an appropriate product and explain the benefits of this oil in terms of improved vehicle performance and reduced maintenance costs . . . .  or you tell the customer they are an idiot.

Which approach do you suggest is going to result in a better business outcome?

Plenty of respondents to this thread do not see a problem with the tone of the email, but plenty of others do. An email that was written more positive and proactive would mostly have satisfied 90% of people making this enquiry. Instead, a careless response like  this would have likely put off a significant number of customer enquiries.

If you can alienate a good proportion of your potential customers and still run an effective business, please let me know you secret!

The customer is always valued is the mindset, not that they are always right.

If they are right they are right.  If they are wrong they are wrong.  As you suggest, it is all in the manner of delivery.   

[briann532]

Hey guys, this post serves to shed a bright light on the fact that written words do not express a tone or vibe in the way eye to eye communication does.

Emails are great to exchanging information, but as far as "communicating" they leave a lot to be desired.
FOR INSTANCE - I AM NOT SHOUTING AT YOU, I JUST HIT CAPS LOCK BY MISTAKE AND IT TAKES TOO LONG TO RETYPE THE WHOLE THING SO I'M GOING TO LEAVE IT AND PROBABLY END UP PEEING OFF A WHOLE LOT OF PEOPLE....

Also auto spell checks often get things wrong FFS can end up being forefathers.

And of course punctuation is the difference between helping your Uncle Jack, off a horse. Or helping your uncle, Jack off a horse.

Forums and emails can cause so much grief over such minute (as in small - not as in 60 seconds ---see what written text can do!!!) details.

The OP was obviously of the belief that the email was not so polite and I think he should be afforded his right to feel that way.
Yes by all means correct, explain and help out as much as you can, but that's how it made him feel.
It may be not the way intended or it may just be the sender was in a hurry, having an off day, just lost a bet, had a car accident earlier, found out his kid got hurt playing sport or struggles with English. Whatever the reason I believe that written text as mine, does not convey a tone or context very well and as such should be treated for what it is.

Now a site like this with so many good people willing to share and help is example of what life can be.
Just don't spread it around or we'll be paying a tax on goodwill.....

Cheers all,
Brian

[Jeepers Creepers]

When i worked at Bob Jane, we always used the idea of........

It may the 200th call you've taken today, but treat it like it's the first and last you'll ever get.

Now, having said that, the customer is NOT always correct.

[McGirr]

Answering the question, I would say it could have been worded better but it also depends how each person perceives their contact with businesses. If they will do what you want for a great price the reply how it is worded may be overlooked.

Mark

[tossie]

Being a small business owner that works in upholstery and canvas I find a lot gets lost in emails. I personally resort to phone calls and would of in this instance as I am still not clear on what it was you were leaving to his discretion. Just my two cents.
Cheers Shaun

[kiwi_camper]

Hey guys, this post serves to shed a bright light on the fact that written words do not express a tone or vibe in the way eye to eye communication does.

Emails are great to exchanging information, but as far as "communicating" they leave a lot to be desired.
FOR INSTANCE - I AM NOT SHOUTING AT YOU, I JUST HIT CAPS LOCK BY MISTAKE AND IT TAKES TOO LONG TO RETYPE THE WHOLE THING SO I'M GOING TO LEAVE IT AND PROBABLY END UP PEEING OFF A WHOLE LOT OF PEOPLE....

Also auto spell checks often get things wrong FFS can end up being forefathers.

And of course punctuation is the difference between helping your Uncle Jack, off a horse. Or helping your uncle, Jack off a horse.

Forums and emails can cause so much grief over such minute (as in small - not as in 60 seconds ---see what written text can do!!!) details.

The OP was obviously of the belief that the email was not so polite and I think he should be afforded his right to feel that way.
Yes by all means correct, explain and help out as much as you can, but that's how it made him feel.
It may be not the way intended or it may just be the sender was in a hurry, having an off day, just lost a bet, had a car accident earlier, found out his kid got hurt playing sport or struggles with English. Whatever the reason I believe that written text as mine, does not convey a tone or context very well and as such should be treated for what it is.

Now a site like this with so many good people willing to share and help is example of what life can be.
Just don't spread it around or we'll be paying a tax on goodwill.....

Cheers all,
Brian

Love your sense of humour Brian. That made me laugh no end.

To be honest I posted this thread in the heat of the moment, but it has generated a lot of discussion......which isn't necessarily a bad thing. And yes, everyone has a right to their opinion.

I grew up with the values and attitudes that you treat someone with respect, you get respect in return, but unfortunately that's not the world our kids are growing up in today. The rules have changed and so have we, as a society.

[GeeTee]

My interpretation of the email about blame is one of the writer's tongue-in-cheek humour...

[kiwi_camper]

By the way, my previous comment regarding respect, was not in reference to the email but life in general.

Moving on.........