Protesting outside showroom

[lukeh1101]

Hi, this is my first post to apologies if this is in the wrong place.

We have a customer who is unhappy with some wardrobes we supplied after 8 years . We do replace products under warranty for 4 years and at our cost price should there be a fault up until 10 years, however they are not satisfied with this and want there full bedroom to be replaced for nothing!

They have threatened to stage a peaceful protest outside our showroom until we agree to their terms.

This is very frustrating as we go much further than our competitors do, but we are only a small company with a brilliant local reputation that is likely to be tarnished by one unhappy and unreasonable customer.

We don't believe we should be blackmailed into giving them the wardrobes free but we also don't want the bad publicity.

Any help would be gratefully received.

Kind Regards

 

[kulture]

Either you give in, or you prepare for the publicity. If you do not give in, then I would call the local newspaper IF they carry out their protest and make sure that you perhaps can control the beginning of the story. You can emphise your quality furniture, your 4 year warranty and the discounts for repairs up to 10 years. Then say that there are always some people whom you can never satisfy, but since you have been in business for over xx years this is the first unreasonable customer. There is no such thing as BAD publicity depending on how you deal with it.

My local Indian restaurant was very very busy the last few weeks and the owner was running around excited asking if we had seen his restaurant in the press. It seems that some story had been printed which increased his covers for days. When we go home we found the story. He had been raided by Immigration and several waiters were found to be illegal workers (no permit).

 

[Mister B]

I agree with Kulture...and try to turn a negative into a positive.

Speak with the customers and politely tell them to go away saying that they're quite within their rights to protest. Effectivley calling theif bluff.

Again as Kulture says, speak with the local rag as soon as they appear and make sure that you get your side across to the paper.

It's far better to take a proactive stance rather than wait for the brown stuff to hit the fan.

Mister B

 

[MBE1]

Had a client try something similar years ago, they threatened to protest until I replaced an item they had broken, claiming they would put people off trading with myself.

I provided an nice chair and told them to go for it. After an hour or so they walked away.

 

[arcon5]

8 years on a bedroom set... i'd say that was pretty good. Any damage is likely down to wear and tear.

I suspect the customer knows after this length of time they cannot pursue this via legal channels (although they'd probably loose) so now using other tactics to get something for nothing.

Maybe it's just me being stubborn minded, but i'd never give in to such a demand - otherwise you can a) end up having them back on your door again in a few years and/or b) have an influx of customers trying something similar if word gets around you are a pushover.

If they do protest, buy in a MASSIVE external billboards advertising your guarantee/warranty and ensure they are up on the day she arrives. Also perhaps have some staff following her around with massive boards - if the press do get involved, try to be in the photo

 

[roydmoorian]

Why not make them an offer of 2 tenths of what they originally paid, less 50% for wear & tear. That would be more than reasonable IMHO.

If they still complain you may then decide to horsetrade back towards the 2 tenths.

But you may actually be able to use the publicity to your benefit

 

[Ding Dang Doo]

Take them a brew when they are 'protesting', and maybe a buttie at lunchtime... They will soon get bored...

Sounds like you are more than fair company, let them do what they want to do... The truth will win through...

Pete

 

[Lucan Unlordly]

Hi, this is my first post to apologies if this is in the wrong place.

We have a customer who is unhappy with some wardrobes we supplied after 8 years . We do replace products under warranty for 4 years and at our cost price should there be a fault up until 10 years, however they are not satisfied with this and want there full bedroom to be replaced for nothing!

They have threatened to stage a peaceful protest outside our showroom until we agree to their terms.

This is very frustrating as we go much further than our competitors do, but we are only a small company with a brilliant local reputation that is likely to be tarnished by one unhappy and unreasonable customer.

We don't believe we should be blackmailed into giving them the wardrobes free but we also don't want the bad publicity.

Any help would be gratefully received.

Kind Regards

I'm struggling to think what acceptable complaint one could have after 8 years of use?

I'd let them protest. In fact i'd positively welcome them as you can really come out of this with opportunities to promote your service.

Remember, todays news is tomorrows chip paper. (Showing my age there)

 

[OldWelshGuy]

Send the bopys around to sort them out. have they got a cat, kidnap it and send them photos, that say 'sign the disclaimer of tibby gets it'

This is a joke of course.

Call their bluff, tell them that they are welcome to protest outside of your shop. The worse thing that can happen is that people get to hear about your generous MORE than generous warranty terms

 

[internetspaceships]

Don't offer them anything and slap any fool who suggests you should.

There's no such thing as bad publicity and if they actually do protest, milk it and spin it for every ounce of free advertising that you can

 

[Homer J Simpson]

I agree, let them protest, take them a cuppa and explain to the press why it isn't covered and that your currently warranty is 'market leading'. Make sure that you are not mis quoted in the press though. Maybe have a written statement ready and if asked any more questions you could just say that you've been advised not to discuss an ongoing complaint. Isn't that what most of the big firms say/do?

(although I'm always suspicious when they do say 'we are unable to comment at this time due to..........')

Just my 2p worth.

 

[khalid1]

Let them protest and organise for your windows to be pressure washed on the same day.

Advertise in the local papers now then in the run up to the event tell them if they publish the story you'll stop advertising.

Finally if the customer does protest make sure nothing he has or is handing out has your logo on it: if it does then sue him.

Aside from that I would send a letter to the customer explaining your terms and conditions and highlight the length of time it has been.

 

[Lucan Unlordly]

Advertise in the local papers now then in the run up to the event tell them if they publish the story you'll stop advertising

I'm sorry but that's commercial suicide!

 

[Lucan Unlordly]

I once worked for Yellow Pages.

A fairly big insurance companies advert was missed out of their local edition so they threatened to sue for loss of business. It made headlines in the local papers and was the best testimonial YP salesman ever had. 'Look this guys business is going to go bust as his ad was missed out, that's how good it is'....

Let them protest and milk it..........

 

[khalid1]

I'm sorry but that's commercial suicide!

maybe, but newspapers are during a death so money will most probably come over a crappy news story. Could be a way to "nip it in the bud"

 

[simon field]

Get a couple of mates to dance outside your shop, you know, all coulorful and lively, and make a party of it. Few bits and bobs of food. A local busker can help out with the music for a fiver

In my experience, people who make threats rarely carry them out, if someone's going to do something they usually just do the thing.

I once sat on a shop counter until I was given a replacement hi-fi part, and that worked, but a different situation entirely from yours.

If they bother you too much, cram dogpoo under the door handles of their car for that satisfying vengeance feeling...

 

[Homer J Simpson]

Love the idea of getting dancers. That would wind the protester up a treat!

 

[BustersDogs]

maybe, but newspapers are during a death so money will most probably come over a crappy news story. Could be a way to "nip it in the bud"

My local paper told me they are only allowed a certain number of ads per page, so they need more stories to carry more ads. They could lose one ad, or have a story with, say 6 ads on the page. I'm not sure that cancelling one ad would be enough of a worry!

 

[bdw]

If they do protest, buy in a MASSIVE external billboards advertising your guarantee/warranty and ensure they are up on the day she arrives.

I would go for this too but I am not sure about spending money on it. Have something ready explaining your position and your warranties, etc. and put someone outside beside the protestor ready to answer anyone's questions. That will rile them enough to chase them away.

(But it's probably just an idle threat anyway.)

.

 

[Lucan Unlordly]

maybe, but newspapers are during a death so money will most probably come over a crappy news story. Could be a way to "nip it in the bud"

Any newspaper that puts commercial interests before the integrity of it's editorial will sign it's own death warrant.

Any news Editor who is influenced by the threats of an advertiser should go into lifestyle magazine publishing and write about the latest paint colours and material trends....

I once managed the display advertising for a national trade paper and faced a similar threat from one of the biggest advertisers who's spend was in excess of £100k a year. The Editor called him up and asked the question.'do you read my paper because it brings you solid news and information or because it's full of nicey, nicey stories'. The obvious answer brought the reply....'well that's why everybody else buys it and sees your advertising'....

 

[lukeh1101]

Thanks for all the advice, we finally settled. The company who supplied the doors to us accepted the liability (we are one of their biggest customers, so was in their interest to keep us happy) and they supplied them to us for nothing. The customer then agreed to pay for our fitting costs and administrative time!

The suggestions here have been great though, we had in mind to power-wash our car park! See how they enjoyed being wet!.

I don't believe they would have gone through with it, but in the end we haven't lost out, but for anyone in a similar situation I would advise to keep your dignity and not bow down to their levels. Every time they mentioned the protest we walked away from conversations. We also knew we had the law on our side, Sale of Goods act only applying for 6 years, but for us it was all about reputation.

Many thanks, Luke

 

[OldWelshGuy]

Hi Luke Thank you SO MUCH for having the decency to come back and update us on things. Really pleased you got it sorted to the satisfaction of all concerned.