As promised I am going to tell you all about Mr Russia. This customer was a pain in the ass when he first contacted us but has turned into an good customer. Guess that goes to show people can change.
It all started when we got his order through our website. We flagged it straight away because some how he was getting 20kg of dog food to Russia for free. I couldn’t even action it before he was onto the live chat with my colleague saying that he couldn’t pay any delivery. What a nice guy, most people would take the free delivery and hope they get it but he actually contacted us to pay more. He was passed to myself via email and I emailed him advising him that I would send a secure payment link via email to him shortly.
I guess I should have used a different word than shortly because 5 minutes later he was back onto the live chat with my colleague saying he still hasn’t received the payment link. Talk about impatient lol. We sent him the payment link and within 10 minutes we had conformation of his payment. It was then he came back onto live chat saying his order still showed free delivery.
I am so glad this customer hadn’t phoned or I might have shouted at him telling him to just wait more than 5 minutes before complaining.
I had to drop my work just to sort this guy out because he was bugging not just myself but my colleague as well stopping us getting on with our work.
So he has now paid the full amount and I have put his new order onto our system and sent him email conformation of this. Surely there is nothing else he can contact me about.
Oh hang on, customers ALWAYS find something to comment or complain about.
Here he is again, at least he waited 30 minutes this time.
“Can I have the tracking number for my order please” is the email we received from him.
Does this guy think that not only the sales staff are going to drop everything to get him sorted but the dispatch team as well. After emailing him telling him that we haven’t dispatched it yet and that we would be dispatching it later today. I agreed to also email him his tracking number once we had one.
Man at least that is over with until the phone rings. Its my colleague. Turns out the food he had ordered was not in stock in our warehouse in the size bag he ordered. Great….
Back to the emails to tell him we wont be dispatching it today however he was fine with this as he was in no rush to receive it.
No rush…. really…. he bugged us every 5 mins about the order then for the tracking number and there is NO RUSH. Maybe no rush means something different in Russia.
Finally 2 days later we dispatched the product and sent him his tracking number. Its a good feeling when you know you have finished dealing with the customer and there is nothing more to say to him.
Lets fast forward about 1 – 2 weeks when I receive an email from Mr Russia.
“I haven’t yet received my product and the tracking number doesn’t work”
Hmm I guess this is what we deserve for using the courier Yodel
(For those who don’t know Yodel are in my opinion one of the worst parcel couriers around)
I tracked the parcel and it turns out Yodel only offer tracking details until it leaves the UK.
After countless phone calls to Yodel I get told it will be with him in 3 – 5 days and I forward this onto Mr Russia.
He received the dog food and was very happy with it. So much so he decided to order again.
The first I hear about this is my colleague skyping me with one word. “LOL”
I had nearly forgotten about the customer until she said look who just ordered. Again the price was charged at free delivery. Here we go again.
It wasn’t to bad this time because we had the food in stock and the extra payment went through with ease.
Mr Russia is one of those customers who starts bad so you really really hope he doesn’t come back or if he does a colleague gets him. I should be so lucky.
There were no further problems with Mr Russia until his third order. Firstly he requested it be put under his wife’s name as Russia customers will only let him import 24kg of food a month and he was ordering more than this. Secondly when he received the bag it was out of date. Now we don’t have a habit of keeping out of date food in the warehouse and it turns out this bag came directly from our supplier.
I kinda feel sorry for Mr Russia because it seems he can never have an order just be paid for and delivered no problems. We got the out of date food sorted and he has since changed the food he is ordering but he still has problems. This time it was nothing we did. Russian customs stopped the parcel due to lack of paperwork. Err woops, maybe it was warehouse’s fault that one :s
I have now received an email from Mr Russia saying he has got the food and all is well apart from the bag we packed it in was ripped and the free sample we sent him was split. He actually asked if we wanted him to pay for the sample. Bless him.
So there we have it. A customer who is impatient, awkward and just annoying at the start but turns out to be a nice guy and a valued customer.