We try to be helpful here when it comes to customer service, troubleshooting part problems, repairs, website navigational issues, you name it. If someone is struggling, I will walk you through shopping in the site..or just take the order by phone. We will respond reasonably to reasonable complaints. I like constructive criticism..it helps me improve my online store.
We have freedom of speech in this great country, but you also reap what you sow...
*RANT ON*
This is an example of NOT constructive and abusive:
"your website Sucks No confirm idiots"
Please note that this customer sent that message from the order itself..where there was an order number at the top of the screen and beneath it was the date and status of "Payment Authorized - Order is awaiting processing by our staff " since it was a new order and inventory is checked before we collect the payments.
RESULTS OF THIS KIND OF BEHAVIOR:
If someone is aggressive and rude when placing their order by phone...we will ask them to shop elsewhere.
If someone sends aggressive, derisive messages when they place their order...it will get canceled and we will ask them to shop elsewhere. If they do so afterwards...we are likely to lock/block the account.
If they are aggressive, derisive or mean when they call about an order problem, we will take care of the problem...but we are likely to lock/block the account as well.
People are welcome to speak their mind...but we don't have to take it.
Customer service does not mean you get to abuse us.
Terms and conditions of service:
https://scottsbt.zendesk.com/hc/en-us/articles/201470355-Terms-and-Conditions
Item 18. Scott's Bait & Tackle's Right to Refuse Service. Scott's Bait & Tackle, in its sole discretion, reserves the right to refuse service to anyone, with or without cause or reason.
*RANT OFF*
It's not common...I'd say 1 in 1000 orders maybe?
We have a multitude of wonderful customers! I've occasionally even had someone apologize...though that is a rare event.
Basically, treat your retail shops the way you would like to be treated..politeness matters.
People are human and mistakes happen.
And I know posting this is probably useless because the folks here in the Ohana are never an issue...I just needed to vent.
Well Mo, sometimes you just have to sound off. Your website has a ton of information and even I find it easy to navigate.
I messed up on my last order and had to make an addition. Believe I spoke with your daughter and she was just as polite as could be and said it was no problem at all.
Your service is exemplary and about as good as it gets. Its ashamed that you have to put up with krapola like that.
Just don't take it personal cause you guys are great and everyone knows it!!!! ;)
Have a great day and all the best, .. Lou
Just politely refund the money and suggest they'd be happier shopping elsewhere. You have a niche market and are very good at what you do. I guarantee the person will come crawling back, hat in hand, once they figure out what finding reel parts is all about. Make them squirm a bit then.
-steve
Having been in retail and wholesale for the first 45 years of my careers -- in person and on the internet for the last 20.
My response would be:
"Since it is apparent that our style of business is not up to your standards -- please consider our joint business transaction canceled and concluded at this point -- the items you ordered will no doubt be available from other sources.
A full refund has been issued on your card -- and a copy of the refund is attached.
Thank you for your understanding -- and we wish you all the best..."
If they continue in this type of behavior -- just put a block on any emails, phone calls, etc..
I sold items ranging from $900 to $60K -- and the few folks that stepped seriously out of line -- were treated the same regardless of the purchase price. I always worked 100% commission -- but would never put up with a lack of respect or crude behavior.
These few folks have more serious problems within themselves -- than they will ever have with your firm or you.
If we thoughtfully "respond" -- instead of a knee-jerk "reaction" (no matter how good it feels for a minute) we can have a record of the dispute -- along with a washing our hands of the sourpuss -- and moving on with no bad feelings or regrets -- because we did the right thing.
While you have no obligation to these rude folks -- you also want a clear and transparent record of your response. Because this is the day of the online shopper -- and we must take the high road in all of our actions, as they become a permanent record for all to see.
Retail is like farming -- the better you care for your acreage professionally and skillfully -- the better the quality of the crop. Your crop is your client base. Word of mouth is key. And good clients, attract more good clients.
But like a crop, sometimes you need to get rid of a few weeds.
I think you handled things very well, and professionally, Mo -- Bravo!
It is really just a laughing matter -- not to be taken seriously.
Just my opinions, of course...
Best,
Fred
Agreed to both Moes comments and Fred's.
About a year ago I told a client after she had a temper tantrum that I didn't think she would be happy with our company.
I pulled out my personal check book and wrote her a substantial refund check on the spot.
She still used several 12 year old prohibited words as she went out the door.
60 Days later she called me after her third contractor walked off the job with the very polite request if "We couldn't work things out?"
Absolutely , 20% surcharge....... ::)
No reason for abuse at any time.
I have found there are people, that no matter what you do they are never going to be happy, I found that cutting my losses short on occasion and making a quick and clean cut I can extricate myself from any business relationship with them, and there's absolutely no room in my personal life for these kind of folks I can breath easy and count my own blessings. In fact let me share with you all a picture paints a thousand words.
Yeah, a 1000 words. Gettin to work with kids of all ages, you see them in various stages of "losing their innocence ". For me, the heartbreaker's when they learn deception.
Gfish
Quote from: oc1 on May 04, 2017, 09:50:43 PM
Just politely refund the money and suggest they'd be happier shopping elsewhere. You have a niche market and are very good at what you do. I guarantee the person will come crawling back, hat in hand, once they figure out what finding reel parts is all about. Make them squirm a bit then.
-steve
Quote from: foakes on May 04, 2017, 10:11:45 PM
Having been in retail and wholesale for the first 45 years of my careers -- in person and on the internet for the last 20.
My response would be:
"Since it is apparent that our style of business is not up to your standards -- please consider our joint business transaction canceled and concluded at this point -- the items you ordered will no doubt be available from other sources.
A full refund has been issued on your card -- and a copy of the refund is attached.
Thank you for your understanding -- and we wish you all the best..."
If they continue in this type of behavior -- just put a block on any emails, phone calls, etc..
Fred
That's what we did when he contacted us yesterday. The order had been put on hold by the processor for management to dicuss... I try to avoid my knee jerk reactions, though occasionally I type it all out just for myself for a personal vent.
His 2nd message yesterday:
"what is your problem! "
Our response:
"Due to your initial message it had been put on hold to discuss internally.
"4/23/2017 1:54:42 PM n....bay.rr.com your website Sucks No confirm idiots"
We are not interested in doing further business with you, please shop elsewhere.
The order will be canceled. "
Payment had not been collected...we do that only after an order has been reviewed so that we can check for problems in the order or the inventory first. Canceling it automatically voids the payment authorization.
And no...he's not crawling back, nor do we want him to.
I've locked his account and no one will accept an order from him by phone, as I put notes in his file.
I accept that being in retail, we are going to run into this periodically..we've had a handful in the bait shop itself over the years that we told to please leave, we no longer want your business, do not come back as you are no longer welcome. One of those apologized and has been a great customer ever since, so go figure! We think he just liked to push people until they stood up to him.
Nice pic, David...made me smile. :)
Thanks all!
I just can't imagine anyone thinking your website sucks. ??? It's packed with great Penn info, easy to navigate, has links to service tutorials, and the best customer service anywhere. 8)
I'm with Mo, If your site stinks than what do we say for the others sites out there because as Mo said, your site is easy to navigate, chock full of info, and customer service is top notch.
Don't think twice about it, that guy was out of line and you did the right thing.
Keep up your good work,
Dom
PS- David, she's a cutie for sure!
She is the last of my seven grandchildren and boy will she put a smile on your face.
It is not just in retail, but also in circumstances in Public Services. Many a time I had to apologize to citizens for misunderstandings, while knowing full well that the citizen was 100% wrong. I would have to try to educate then acquiesce, but it would never work with a bully.
Nowadays, after retiring, if I can tell that a retail employee (cashier in retail, for example) had a bad contact recently, I will tell them that the golden rule ("the customer is always right") is not correct. Customers are frequently wrong, along "I am not from corporate", will frequently get a smile.
Venting is good, and with the internet, "Blocking" is golden. And if a Bully really doesn't get the message and bad mouths you over the web, there are avenues you can take in extreme circumstances.
Quote from: Jim Fujitani on May 05, 2017, 04:57:28 PM
Venting is good, and with the internet, "Blocking" is golden. And if a Bully really doesn't get the message and bad mouths you over the web, there are avenues you can take in extreme circumstances.
Yes, hopefully it won't go beyond asking him to shop elsewhere. Not sure why we got the dire ire..but we don't need it.
Like I said...it's a really small percentage, because we really do try to help if approached civilly.
If it's a hard-to-find part you'll get the order from someone else in the same zip code.
-steve
Quote from: oc1 on May 06, 2017, 07:42:51 AM
If it's a hard-to-find part you'll get the order from someone else in the same zip code.
-steve
Yeah, he could sneak around it if he orders from another persons computer. It's drag washers...easy to find ones.
Just got my 4-60 and 7C-60 drag washers. Easy to order and fast delivery, even to Hawaii. Much smoother than most of my part ordering. Thanks Mo, et.al.!
Gfish
I have no clue what people are thinking. I have asked Mo some outrageous requests and she has always pulled through for me. So love MysticParts.com.
"Edited as per Moderators to correct Scott's Bait & Tackle over to their new store name Mystic Reel Parts / www.mysticparts.com"
Most of the time when people misbehave it has little to do with you and lots to do with them and something else.
You just happened to be there.
Steve
Mo must be located on a usps hub. Shipping is so fast i never have to worry.
Mysticparts.com is awesome!
Mike g
"Edited as per Moderators to correct Scott's Bait & Tackle over to their new store name Mystic Reel Parts / www.mysticparts.com"
Here is a good one I am dealing with now. I sent a 15-309 to a person for free, they think it is a 15-113H and want another. I am sending the second 15-309 for free again.
Lee in a few days I will have the 349h pinion gear you need. I found some and it will take a few days for me to get them on there way. He didn't have left side bearings though.
Mike
Quote from: Keta on June 11, 2017, 04:59:41 PM
Here is a good one I am dealing with now. I sent a 15-309 to a person for free, they think it is a 15-113H and want another. I am sending the second 15-309 for free again.
Maybe you could offer them an additional discount, in additon to the two free dogs, Lee...
Best,
Fred
Quote from: foakes on June 12, 2017, 12:28:13 AM
Quote from: Keta on June 11, 2017, 04:59:41 PM
Here is a good one I am dealing with now. I sent a 15-309 to a person for free, they think it is a 15-113H and want another. I am sending the second 15-309 for free again.
Maybe you could offer them an additional discount, in additon to the two free dogs, Lee...
Best,
Fred
It's no big deal and it started with a favor for Dawn.
Quote from: Keta on June 12, 2017, 12:33:09 AM
Quote from: foakes on June 12, 2017, 12:28:13 AM
Quote from: Keta on June 11, 2017, 04:59:41 PM
Here is a good one I am dealing with now. I sent a 15-309 to a person for free, they think it is a 15-113H and want another. I am sending the second 15-309 for free again.
Maybe you could offer them an additional discount, in additon to the two free dogs, Lee...
Best,
Fred
It's no big deal and it started with a favor for Dawn.
Yes, I think we've all done this sort of thing, just trying to help folks out.
Had a doozy today....
So I messed up and sent this guy a Newell clicker button instead do the full kit. (I sell the kits and the buttons by themselves).Totally my mistake.
This guy comes unglued!
He blows up my phone and email with the lovely ALL CAPS and lots of!!!!!!!'s, and opens a PayPal dispute in the span of like 10 minutes, before I even have a chance to contact him and let him know I'll ship the missing parts asap.
Well, what I replied and what I wanted to reply are two totally different things.....
Some peoples kids!
Quote from: Cortez_Conversions on October 06, 2017, 11:19:36 PM
Had a doozy today....
So I messed up and sent this guy a Newell clicker button instead do the full kit. (I sell the kits and the buttons by themselves).Totally my mistake.
This guy comes unglued!
He blows up my phone and email with the lovely ALL CAPS and lots of!!!!!!!'s, and opens a PayPal dispute in the span of like 10 minutes, before I even have a chance to contact him and let him know I'll ship the missing parts asap.
Well, what I replied and what I wanted to reply are two totally different things.....
Some peoples kids!
I'm sure it bothered you quite a bit Tom and I could see why, you are one of the nicest guy on this site.
Don't take it personal, unfortunately some are broken and can't be fixed, as we do our reels.
Best,
Sal
As the saying goes "You can't fix stupid".
Uhgggghhh,
Some people! Everyone makes a mistake here and there. I for one am very appreciative of the services that Tom, Mo, Alan C, Randy, Dawn,.....etc.. to name a few....provide for us! You guys are the best! Top notch service and top notch products....you will never hear a complaint from me, only a big "THANKS" for all the great help, services, and products you provide😀😀😀
And Rowdy....you are spot on..." You can't fix stupid"""......Ron White, one of my favorite comedians
Brett
Thanks for the support folks.
I made it right, and let him know his kind of business is not welcome.
Moving on....
Tom
Quote from: Cortez_Conversions on October 07, 2017, 04:13:26 PM
Thanks for the support folks.
I made it right, and let him know his kind of business is not welcome.
Moving on....
Tom
Yes, I'm sure we all have some like this. It's just very frustrating.
Lots of things changed as far as being civil over the years.
When you had to deal with a person face-to-face, you tended to be a little more civil.
Then, the telephone made it easy deal from a distance in a way so you didn't have to look at who you were dealing with.
Now, online, you deal with people without any face-to-face plus you don't have to hear their voice either.
These are just generalizations, of course, and many people will be civil regardless of the method of communication. Less personal means of communicating, though, just make it easier for some people to be crude.
The rule still is "do unto others as you would have them do unto you."
Frank
Quote from: happyhooker on December 01, 2017, 09:10:30 PM
The rule still is "do unto others as you would have them do unto you."
Frank
Exactly!
I always feel bad about those poor people who work at some big company who's job it is to handle complaints. You know no way it was their fault but they feel the ire of some irate customer. I try to think about that when making that call. You catch more flys with honey that vinegar anyway Must be a horrible job especially when you can't just brush them off and hang up
farmer56 here ... i'm sorry a fellow fishing reel lover could treat you like that..... reminds me of an old saying with out evil we wouldn't know what good was.... why is it that we need to be taught that lesson from time to time ..... love your web site... hold your head up and drive on.... farmer out
farmer56 is right on it.
Frank