[Jewelry making - Article 00145] - Re: [Orchid] Trying to Educate Customers

[Linda Castellani]

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ive -

    My experience has been that when someone replies that way, *telling*
    you how the item is wrong, instead of asking questions indicating
    that what they received does not match their experience and wondering
    why, you stand very little chance of educating that person, and a
    very great chance of antagonizing them. 

    At this point, this person is not a satisfied customer, due to no
    fault of your partner, and in the medium of e-mail, may very well not
    be able to be convinced otherwise. You would stand a greater chance
    of being able to do so in person, but how much effort is it worth for
    a $20 sale? Also, has your partner read this buyer's feedback from
    other vendors? That might shed some light on her behavior. And your
    partner also has the option of leaving negative feedback for the
    buyer. 

    I've had problems with a vendor whose behavior was mystifying, until
    I speculated that he must be suffering from some kind of mental
    illness, which may be the case here, too. All your partner can do is
    respond to communication from the buyer, and possibly from eBay if
    she files a complaint, and then resolve never to do business with
    that person again. 

    My two or three cents worth... 

Linda

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