The Good, The Bad & The Ugly Side of Customer Service

I just received horrible news regarding a family friend’s upcoming wedding. The groom was in a near death car accident and will now be confined to a bed as he is unable to walk. Preparing for the outrageous medical bills that are soon to pour in, the bride and her family have begun contacting the wedding vendors for security deposit refunds. To the bride’s shock-the photographer, florist and caterer have all refused to refund ANY of the money, stating the security deposit is non-refundable. I understand these vendors are all in the business to make money, but at what price? These vendors have now lost a customer and all of the customer’s future referrals. In the long run, the vendors’ inability to be accommodating for their customer has caused them to lose much more than a “non-refundable” security deposit. As business owners our business’ success is not found on one time transactions, but on loyal long-term customers. Put your customers first and the money and success will surely follow.

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