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Offering discounts to disgruntled customers



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Offering discounts to disgruntled customers

Whatever product or service we are selling, eventually we may come across a disgruntled customer that is not happy with what they have received. You may have done everything correctly and they may be in the wrong but we are in a world where we have to consider that the "customer is always right"!

So in this case, how do you try to make it right? Would you ever try to offer a discount to a disgruntled customer to try and win them over?

Comments

kaushikangara

We have to. There is no other choice. In order to survive in this highly competitive world, we must do whatever we can to promote our business. Giving discounts is one such great service. We should always remember that "Customer is King" and he is always right. A dissatisfied customer will complain about our service to several others which in turn will bring down our business and we will lose out on potential customers. Offering discounts will please the customer and he will definitely spread the word if he is satisfied with the service.



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Kakashi2020

A business owner should have clear rules on refund so that he won't be taken advantaged off by unscrupulous individuals.



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luv2xacosta

That's true. We should not trust some customers because they will take advantage if they know that you will give them a refund or a discount. It also depends on how you explain to them and let them understand well why. Rules are there to follow and it would be hard for them to complain especially if it is a costumers fault.



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focusedwriter10

This is the best answer. Some customers can take advantage of you if given a chance. It is good to have a stand, and clear rules before getting into any deal.



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Jelineex

Yes, I agree with you. It's always best to implement rules to avoid abusive clients. It's best not to entertain them unless they have valid reason. It will only be an annoying thing. I think, it's not a big lost in any services/product as long as it's of good quality.



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burgosmichael24

I don't believe in the saying "The customer is always right." How can this be true if nobody's perfect. How can a particular person be so right all the time? We also have to protect the interest of the business owners. I agree with you, having a clear rules or terms and conditions on their product can be beneficial to both of them and protect both parties.



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amelia88

I absolutely believe that the customer isn't always right! Honestly - I've worked in customer service industries since I was 15, and some customers are downright jerks. No two ways about it. I've had customers verbally abuse me, all because company policy dictated that they couldn't get their way. Should I give people a discount all because they act like giant babies? Nope! Some customers honestly should be ashamed of the way they act towards customer service industry workers. It's appalling and in no way the kind of behavior that should be rewarded.



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cjctm11

It doesn't matter what kind of attitude your customer have as long as they avail your services. Is it customer is always right? No, you also you have to look forward for the possible effects that may cause bad to your business. Customers helps us to grow but they can also make you down so think twice before you made your final decision.



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Janie1994

A disgruntled customer is more than welcome to complain about my services but if I have followed his instructions to a tee and there's nothing else short of redoing the entire project then it's not really my problem. The transaction is a two way street and if after multiple check-ins and follow-ups to make sure that the project is going the way they want, I should not have to hear any complaints about the final project. If they do complain and publish their complaints then I will publish their instructions and so future hired workers know exactly who they're dealing with. I have only given one discount in my career and that's when a family member died so all my work was backed up for a couple of weeks while I dealt with that situation.



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Kakashi2020

Some people just act disgruntled to get discounts and if you offer all disgruntled people discounts, rebates and refunds then you'll be out of business pretty soon. The best way of proceeding is to have a fair and clear policy for rebates and discounts.



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overcast

Some customers just don't change. They focus on what is not there for them. And their angry tone is harder to convert. So offering discount does not work. Refunding their money and getting them to stay silent is a start. And from there onwards you can see that it may not be a good idea to work on new customer and let the existing one cool down. That's how I would see things there.



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theresajane

Well, if they tend to be abusive with their power as client or customers, it would be best to get away from the toxicity of the environment and just let go of the income that you could get. It's best to end it without stress than ending it with money and becoming sick and insane.



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Jelineex

Yes, no matter how a businesses valued their clients. There is always a disappointed client. Like a saying goes ' We can't please everyone." It's best to focus on the quality of services/product. It will still attract customer. It's good to be fair but it's better to implement rules.



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Kakashi2020

I agree, if you sell quality products and still there are customers who are disgruntled then perhaps you need new customers. Because if there's no logical reason for customers to be disgruntled then maybe they're just acting it out.



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Alymae

True. There are customers that are used to finding fault when there is nothing. If you have followed the instructions and still the customer is not satisfied, he might just be finding fault with you. As you've said it would be better to let it go to avoid stressing yourself.



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overcast

Indeed some customers tend to cause more issues. And also keeping them is a pain in itself. So one should be understanding of the fact how to handle such type of the customers. And one should be mindful of how the business can get affected by customers.



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Janie1994

There is a reason that businesses can refuse the service of a customer, at least in the United States. If they're being verbally abusive or contributing to a negative work environment you can kick them out or refuse to work with them again. It should not be that the business must always bow to a nasty and rude customer, sometimes there's nothing that can be done to make an impolite customer happy, that's just how they are.



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overcast

Yes the problem is customers think they are allowed to have opinion. But business can't have opinion. And the worst part is that disgruntled customers think that if they open business they are allowed to discriminate but the current set of business can't do that.



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Alymae

Most customers have this motto: Customers are always right. They are lead to believe that we don't have a say because we need them. I am working in the hotel industry and I have met this types of guests. I don't tolerate this types of customers, they are damaging to the establishment, employees and the other customers as well. It's hard to explain to them and still be respectful if the customer is shouting at you.



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overcast

I have seen that happening with most of the customers. Most of the resto and the hotels are victim of that mentality. And they tend to punish people who disagree with them. And so in such case you can see that offering discounts may not help either.



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Bravosi

That's not a fair statement. What if a customer is right? That's totally unfair to blame just the customer.
You should read another comment I left it, I shared my personal experience and you can see how I the disgruntled customer felt.



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overcast

I understand that some business are unreasonable. But some customers say incident of "ChicFilA" vs "LGBT community" in US. That was one of the reason I feel that customers are not always right. And people need to have control over what they want. So I agree that context matters. I was referring to context from business side.



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Martinsx1

You are very correct my friend with that assertion on how some customers can be very unbearable when it comes to always trying to take advantage of the seller by putting a lot of pressure on him or her especially in the presence of other customers in order to force your hand to give into their demands even when they are wrong. The best thing to do would be to refund them their money back.



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Kakashi2020

I know what you mean on how some customers are just out to take advantage of the refund policy. That's why it's always best for shops to have a fair and clear refund policy which the customer should agree to upon purchase.



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Alymae

True. This should be clarified before any purchase. Some customers like to cause trouble to find a way to have a discount or for the refund. It is really hard to deal with different types of people a day.



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overcast

Indeed. And the worst part is that they tend to complain on social media. And people take that seriously. Some of the time business can be unreasonable. But we have to understand that if you want to be rich making money. You have to understand where to draw the line. And that's where most of us get things wrong.



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knnon

I agree with you, discounts won't work and sometimes it will only trigger them even more. I've seen it happen. It's best to just refund and fix the issue as quick as possible and focus on a new client. Even with business, if it's meant to be then it's meant to be, if not then a refund will do.



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Kakashi2020

It really depends on the customers actions and mood and if such is warranted. I've been a store owner in the past and there's always people who acts disgruntled just to get some disxounts or refunds. What I do is to analyze their complaint if it's logical or if it's not. After which I decide what to do next.



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theresajane

No matter how much we really want to avoid them, there will always be customers who would throw a fit on you. Even though there are some faults in their end, we must not treat them like criminals. But, if it's really obvious that there were some inconveniences in our part. It is really bet to give discounts. But, always make sure that you make it clear to them that it's to compensate for the inconvenience, and not an everyday benefit that they can get.



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Youngshark

Customers are always the most important part of the deal but that doesn't mean that we treat them like gods. They also may fault and it is out duty to convince them of their errors and assist in correction.



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Martinsx1

Exactly! Every business whatsoever exist for the purpose of offering satisfaction to their business customers and without such customers, the business wouldn't thrive at all.

So, it's very important to maintain a very good relationship with your customers because once you fall out with them, it's over for your business.



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amelia88

I think you summed it up perfectly. Sure, we need customers to survive as a business, but if they're being awful I don't think we need to act like they are entitled to something.

I'd rather have no customers than a complete collection of people that just loved to be disrespectful. Some customers seem to think that bad behavior is rewarded.

I'll always offer a refund or a solution if it's legitimate. If a customer just thinks they can yell at me to try and get free stuff or discounts, then I don't need or want them.



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Bravosi

I understand your point, but let me share with you my experience. We bought a laptop for our family for $600 USD, and it didn't match the offered standarts that were presented on a website. We demanded a refund and they said they can't because there's a small scratch on it. How stupid is that? Scratch was more like a mark, which is expected to be on everything new you get your hands on it. I suspect they refused not because of the scratch, but rather the lack of will to satisfy a disgruntled customer. and give a refund.



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Kakashi2020

Each country has different standards and norms when it comes to refunds and refund policies do have guidelines or rules to abide with. Breaking one of these could lead to a disapproval.



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Martinsx1

Well, if you are the one who is wrong in offering the customer a poor service at first, then it's the right thing to do by trying to do anything possible to win the customer over and prevent him or her from spreading bad news about the products or services.



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amelia88

I am always happy to admit when I am at fault in a legitimate case - I think it's very important to be open and honest about any faults or errors you make. However, I do think there are definitely people out there who try to manipulate situations where goods or services are on offer. Some people try to get free stuff or even put up fake bad reviews! I read a story a while ago about a restaurant where a customer had tried to claim there was a hair in her food. The company reviewed the CCTV footage and the lady actually put HER OWN HAIR in the dish she was given by the waitress. Crazy the things people will do to try and get free stuff...



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esteban123

I think it is very hard sometimes to deal with such disgruntled customers because we will never know their attitudes towards buying our products. It is much better to treat them very well and give them the best product that we can give and offer some great discount so that we can influence their moods and behaviors and just hold our emotions since we need to take risks with customers because they are the ones that are giving our business a profit.



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Kakashi2020

I do agree with you on that customers are always right unless they prove themselves wrong. There would always be disgruntled customers around complaining and the best way to eliminate this kind of problem is to sell only quality products. This would very much limit disgruntled customers.



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Steve5

I think so too. Treating them with kindness and respect will help with your business. In fact, it can even sway them from their state of negativity to a more positive outlook.

And yes. Discounts are very effective in dealing with any dissatisfaction they have.



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cmoneyspinner

I was at a store one time and I was watching the store manager haggling with this customer. They went back and forth for a while. Eventually, he and the customer came to an agreement. I was waiting to talk to the store manager for another reason. He apologized for making me wait. He said he just had to deal with that customer even though she was difficult. If he could satisfy her not only would she would continue to shop at his store but she would bring in relatives and friends. It's not likely the referred customers would give him a hard time because of her recommendation.

The light bulb went off in my head. Hey! I learned something that day. Do what you gotta do!



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Jelineex

"Customer is always right" is a common norm in any businesses. They are always given attention regardless of their abusive acts. But, sometimes I find it necessary to assert and imposed the rules of the establishment.This will discipline the clients. I have observed some establishment that are strict with their implementation of rules. They listen on what their clients concerns but they stick with their rules. They do value but they don't care if they lost one.



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Kakashi2020

Appeasing customers is always a good thing to do, and one way of doing it, is to offer discounts. If a customer is unsatisfied due to a valid reason then it's wise to give him a rebate or discount to win him over. A disgruntled customer can cause serious trouble sometimes and could even ruin your reputation.



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luv2xacosta

Yes, you're correct. Customers have the right to demand a refund or ask a discount if it is your company's fault. We can not risk putting our business reputation ruined because of a misunderstanding. On the other hand, it is different with an abusive customer who just want to have a free refund and discount. Dealing with is on different approach as well since if you give in to their demands, they will never learn and use it to their advantage.



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knnon

There's no pleasing everyone. No matter how much you work on something, how you follow their instructions, gave them all they want, and even gave your all on the work; some customers still won't be pleased with your services. Offering them a discount might work on sometimes, but sometimes it will only anger them even more. Someone mentioned a refund, I think that would be best to offer in this case rather than a discount.



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Barida

When you start giving refund to some customers, then there's a chance that it is going to affect your business in a negative way. This is one of the reasons we should try to be careful of how we aim to offer discounts and refunds without trying to see how the customers are willing to let go of things.



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knnon

Having negative feedback from a disgruntled customer is already affecting your business negatively. Every minute counts when you're dealing with an unsatisfied customer as the longer the "pleasing" continues on the more a customer gets upset. Offering a refund, in my opinion would be better as if I was in any position that a discount was offered for a service I wasn't satisfied with will only anger me. And yes this is speaking from a personal point of view and I know I'm not the only one who thinks that way because a lot of people I know would rather get a refund than a discount.



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rose61

True,in this life it is hard to please everyone.Even after doing your best,to the best of your knowledge, you will be surprised that someone still finds something to complain about.



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knnon

Exactly! I think in some cases we can also blame miscommunication for this. Sometimes we don't understand what the client wants from us, and sometimes the client couldn't express what they want.



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Barida

Offering a discount to an angry customer that felt bad in one way or another is nothing big. While my first aim is to appease and make them forgive for any wrong doing, I believe that giving them a discount will come later on as long as they are willing to understand reasons for certain things.



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edencaga

We should give our very best for customer's satisfaction even if they are rude, we still have to understand them but if it's too much then I think we still have to be patient but take an action or find a better way to calm them down instead of fighting back.



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stormbreaker10

Its case to case basis, if you do the right thing then you dont need to give a discount even the customer angry but considered the feedback to make better your business.



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rose61

So long as you are in business, you are bound to encounter a dissatisfied customer. It will always happen.Don't wait for it to happen,have clear,well laid down rules to solving the challenges that may arise.



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gutzman

Aside from offering discounts to disgruntled customers, we can also change the product or redo the service we have given. If there's really a fault on our side, we can always do the right thing and make it better until we are able to satisfy our customers. Although I also know that some customers are very hard to please no matter how effort you put on your work, you should still give your best shot no matter what.



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agbuyarashel

We have business before and I've encountered many customers who make different schemes like pretending that they have received bad products or services just to have discount offers or refunds when you really did your best.



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rlpzbeermoney

I'd offer another way of compensation. One that probably doesn't involve me shelling out more money than I've spent on that transaction. Discounts sometimes do the thing but most often than not, if the customer is very angry, they'll just leave you alone forever.



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beerthooyah

As long as I know that I'm in the right and my product are the best. I will never give discount to a customer like that. Other people or clients seems to take advantage of this kind of situation wherein the complaints are obviously unreliable and there are many ways to avoid these kind of circumstances. If you put excellent quality on your product or services chances are more customers will be satisfied and will realize that its worth their money that they have taken your services. Dealing with unsatisfied customers must be done in a professional and ethical way but as long you know that you have quality in your product and have satisfied many clients. That will speak for itself already.



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Franzel2oo

In business, no matter how much you love to be right, even when you always do what you must, the customer is the one who gets that privilege. This is because they are the people who bring you money. If giving a discount will please a dissatisfied customer and keep that customer coming back, then it's the best way to go. In today's world where competition is stiff, you want to keep as many customers as you can.



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amelia88

I think for me I'd try and ensure it was a case by case basis. Not every disgruntled customer has a legitimate case to complain about. I've worked in customer service fields long enough to know that some people just complain for the very purpose of trying to get free stuff or discounts. I'm all for helping out customers who have a legitimate concern or grounds for complaining, but I'm not applying that across the board for everyone who yells at me. No way!



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Jeane

So in this case, how do you try to make it right? Would you ever try to offer a discount to a disgruntled customer to try and win them over?

This would depend entirely on conditions stipulated in the contract, agreement, listing or whatever. The seller is bound by their word to deliver what is promised. If you do and the buyer isn't satisfied, then maybe offering them a discount may not placate them. IMO it's better to prevent this by properly managing customer expectations. Promise only what you can deliver.



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TheArticulate

This is the best advice I've seen in this thread, and something I've echoed in one of my previous responses. To anyone reading: Always have a contract. This will allow you to manage expectations and better deal with an upset client. If they signed the contract, then they should know that you're only obligated to deliver what's stated, and that anything more will be extra/not doable.

Going the other way, a contract makes sure that you uphold your end of the bargain as well, and ensure that you deliver what you're supposed to when you're supposed to. Not to mention should legal trouble arise, having a well defined contract will help very, very much.



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jaymish2

I agree they are some people you can't please no matter what you do. You will always have disgruntled customers. The most dangerous thing about them is that they can ruin your business reputation.If you can afford it my advise would be to give them a large discount e.g 50% off or even more. The thing with this kind of people is that they need to feel important. You need to make them feel like they are getting a real deal. However I don't wish this kind of customer on anyone.



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TheArticulate

Always have a contract, just in case you get a difficult customer. This helps me because I outline clearly what the job entails, and what services/time constraints will be available for this particular job. If the client signs the contract, you're not obligated to commit to anything that's not in the contract, which will make it easier for you to put your foot down when dealing with someone who wants to play by their own rules.

In the end, if a discount will get them off your back, I would recommend taking that option (if it's not a significant amount). After all, as a freelancer, you're a professional and should know what you're worth.



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TheArticulate

I once had a couple who really wanted to hire me for their wedding. However, I already had something planned that day, and would not be able to film their wedding for them. They were disappointed, and asked if my second-shooter (my business partner who would usually run second camera for me) would shoot the wedding in my place since they really liked my work and my pricing. I agreed, which was a bad idea.

My partner and another videographer (who were both inexperienced in weddings) shot the wedding and got pretty much everything they needed. Except good audio. We couldn't hear anything that the bride and groom were saying at the altar, and they missed some key aspects of the ceremony. The couple wasn't very please when they found out. I apologized, of course, and offered them a small reimbursement. I met with them and they were very understanding. They knew that I could have just told them "no" for their wedding but instead tried and make everything work for them, and it just happened that our decisions weren't the for their interests.

Overall, I think the small repayment made it solidified in their mind that I'm serious about what I do and that I was truly apologetic about what happened, even if it wasn't fully my fault.



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Corzhens

When I had my boutique, I encountered one disgruntled customer about a faulty product that she bought from me. What I did was to blame the supplier of the product. For her consolation, I replaced the product and gave her another for free. That was my way of befriending a disgruntled customer because she may do some damage if I wouldn’t mend the problem with her.



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mhingnhormz

Offering discounts to disgruntled costumers: Those grouchy costumers always after for a discounts. It would be a nice idea for business. When they benefited from the discounts you've been offering for them, they will patronize your services or products. They would be contented.



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