staceymackey
Well-Known Member
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.
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.