- Sep 16, 2009
- Reaction score
- Queensland, Australia
Could not agree with the above more. I would replace, and give a voucher for small complimentary treatment with next visit. No questions. Along with sincere apology.I disagree about getting her to bring the faulty shoe to the shop. You're creating a negative experience (and customers love to share negative experiences with friends), for what will cost a maximum of £20.
A very famous high end car company has a quote about how they love it when their cars break down, as they get to show off how awesome their customer care is. They have found that people who had a car break down, were much more likely to rebuy the same brand, rather than people whose car had run perfectly. Customers remember how we solve problems.