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I would have loved to have been in a position to make the guy happy, but it was too late. He had already made the issue public, and all I could do was refute statements that I believed to be false. I tried to do as politely as possible.
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This discourse has indeed been polite, as it should be. It's my belief that it's never too late to not only make your customer happy but more importantly to salvage what could be percieved as a stain on a heretofor excellent business record.
All through this I have seen confusion due primarily to a new policy. Any new policy can take a little while to work the bugs out.
Whose fault is it? Does this pistol have a fault percieved by the customer? Is it buyers remorse? Is the bank holding Brad's 3%? Who knows and who cares.
You would have to put a pistol to my head for me to buy this type of advertising.
I would rather lose a gob of money than have my reputation sullied on a World Forum. The memory of this unresolved will cost a great deal more than 3% of whatever it was.
Rule # 1, Business 101...The customer is always right...Rule #2..See rule #1.
It's the individual customer that brings you business not the Bank that is taking 3% for no good reason other than they can.
Go to war with your bank, not your customer.
Jerry Burney