Originally Posted by Favorite Fabrics
To send it all in one package would have cost more than what she originally agreed to, and to charge her an extra $15 without her permission would have been even more wrong IMHO. Doing that could get us in trouble with our credit card processor as well.
Next time we'll just cancel in the case of an uncommunicative buyer.
And then we'll get an angry e-mail for not shipping!
No way to win...
I think you are right that it was a lose/lose situation. In the future it would be easier to cancel the order after x amount of days without a reply. You can explain that you were unwilling to cut the fabric without authorization, but that you also couldn't charge her credit card more than had been originally authorized. Unless you automatically charge the maximum rate up front and then refund the difference if it turns out to be less. Or offer a discount/credit/etc.
I do agree with Sarasewing somewhat, that if this person is a repeat customer, you should offer something to "make nice". It needn't be much, but it could help negate the bad feelings and perhaps influence a future order.
If the customer only knew how concerned you were about customer service, I believe she would (eventually) cool off and come around. But we do understand.
ADDENDUM: I totally agree with this post:
[/quote]What would I do to turn this unhappy person into a satisfied customer? Ask her "What can we do to change this experience into a satisfying transaction for you?" The answer may be surprising and rewarding. Most times, people want to know they have been heard and that the listener is empathetic. They almost always appreciate knowing what actions you have taken to correct the situation for your customer base to prevent it happening again.[/quote]