Sum Dum Gai
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Post by Sum Dum Gai on Nov 14, 2013 15:22:56 GMT -5
I had a family rent a board game that they were interested in. They rented it for a week, which costs $8. Today she returned it, still in the shrink wrap. I normally don't rent brand new games, but this was one of the few that I didn't have a rental copy for so I said they could take a new one off the shelf. They were so busy they never even got around to opening the game, much less playing it. The game retails for $20.
Am I jerk for not offering her a discount, couple more days on the rental, or something? She didn't seem that upset after dropping the game off, but it's gotta sting a bit to pay $8 to look at something for a week that she could have owned outright for $20.
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Peace Of Mind
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[font color="#8f2520"]~ Drinks Well With Others ~[/font]
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Post by Peace Of Mind on Nov 14, 2013 15:31:54 GMT -5
No, it's not your fault she didn't play the game. If you have this attitude you will sink yourself. Freeze that heart of yours! This is business, man!
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Deleted
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Post by Deleted on Nov 14, 2013 15:42:03 GMT -5
dark
this is where you will have to make the "tough" decisions
and no...$ 8 isnt tough
it is where it will lead to....
imo....i would have offered her a discount on another rental (maybe half) to be used at her convenience
you are just starting out....repeat business will be important
she apparently has kids, and they like games
i would have made that offer to get her back in the door for another chance to make her a regular customer
especially since she never even unwrapped the first rental
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Jaguar
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Post by Jaguar on Nov 14, 2013 15:42:58 GMT -5
No, it's not your fault she didn't play the game. If you have this attitude you will sink yourself. Freeze that heart of yours! This is business, man!
Yup so agree, get tough Dark.
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Deleted
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Post by Deleted on Nov 14, 2013 15:44:07 GMT -5
I sense the mean girls are coming to the thread
brace yourself
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Deleted
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Post by Deleted on Nov 14, 2013 15:45:28 GMT -5
Was she a MILF?
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Sum Dum Gai
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Post by Sum Dum Gai on Nov 14, 2013 15:50:23 GMT -5
My rental customers have to sign a contract and give me their info so I can contact them about late returns. The contract lets me charge their credit card if they keep the game or return it trashed.
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swamp
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THEY’RE EATING THE DOGS!!!!!!!
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Post by swamp on Nov 14, 2013 15:51:52 GMT -5
I think you should email her a picture of Fred as a thank you with an offer of a free game rental.
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Works4me
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Post by Works4me on Nov 14, 2013 16:07:22 GMT -5
I would have been curious about the situation and asked her about it. I also would have considered offering her a free or half price rental in the future to get her back in the door but that is just me. If they were too busy to play it within the week, I maybe would have offered her another week. Or it could be that they discovered this week that right now they are too busy to play games as a family.
One other question, did she get anything else on the previous visit when she rented the game? Did she get anything else when she returned it?
ETA - it's not about the $8 - it's about creating a stable, dedicated, growing customer base. Can't wait until I can get up there to check it out!
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Peace Of Mind
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Post by Peace Of Mind on Nov 14, 2013 16:08:16 GMT -5
My rental customers have to sign a contract and give me their info so I can contact them about late returns. The contract lets me charge their credit card if they keep the game or return it trashed. Can you send her a coupon for something you think she'd like telling her you value her business? If you keep refunding money when people don't use things they will probably always expect it. And since it was only $8.00 and she didn't seem overly upset I'd not start that precedence. People also talk and then other's may expect the same considerations. Just a thought.
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Deleted
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Post by Deleted on Nov 14, 2013 16:08:22 GMT -5
$8.00 isn't going to make you or break you... but the "Goodwill" you'll get for sending her an email stating that you want to discount her next rental by 50%... that's priceless. She may never redeem the offer, and even if she does, it won't break you. BUT... she may be impressed by your"customer relations" and tell her friends about "the nice guy down at that new toystore". The important element... you'll be cultivating a "repeat customer". Repeatedly returning customers to your store is key to your success. If you want to run a successful business, you can't rely upon "one-time" clientele, you want your clientele to think of your store as "my" toystore. You not only want her repeat business, you want business with her friends and family as well. And every bit of business you do thanks to word-of-mouth references will contribute to your bottom line.
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Deleted
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Post by Deleted on Nov 14, 2013 16:13:37 GMT -5
a customer who is unhappy on average will tell 7-8 people (before all the social media stuff).....could have changed now
a happy customer will only tell a few......
getting those few out there talking up your business is advertising you cant buy
repeat customers will be the difference on success or failure
your decisions on customer satisfaction will play major roles in which you have more of......
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Sum Dum Gai
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Post by Sum Dum Gai on Nov 14, 2013 16:19:03 GMT -5
I knew it. I should have offered her a discount on a future rental on the spot. I'll email her a discounted rental coupon.
I'm here to make money, obviously, but I don't want a customer that's about to spend $200+ on her kids for Christmas miffed over an $8 transaction. The $8 isn't worth it. Especially since it didn't actually cost me anything. She took a product I can retail for $20 off my shelf for a week, but since it's unopened I can put it right back up on the shelf and get the $20 I wanted for it. I didn't even potentially lose sales while she had it for the week, since I have more copies of the game. It literally cost me nothing, and she got no value from the transaction at all. Doesn't sit right.
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reader79
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Post by reader79 on Nov 14, 2013 16:21:46 GMT -5
Be careful about keeping credit card numbers on file, we had to change our system to only show the last four digits due to some regulation.
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Deleted
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Post by Deleted on Nov 14, 2013 16:22:57 GMT -5
I knew it. I should have offered her a discount on a future rental on the spot. I'll email her a discounted rental coupon.
I'm here to make money, obviously, but I don't want a customer that's about to spend $200+ on her kids for Christmas miffed over an $8 transaction. The $8 isn't worth it. Especially since it didn't actually cost me anything. She took a product I can retail for $20 off my shelf for a week, but since it's unopened I can put it right back up on the shelf and get the $20 I wanted for it. I didn't even potentially lose sales while she had it for the week, since I have more copies of the game. It literally cost me nothing, and she got no value from the transaction at all. Doesn't sit right. Something like "hey I noticed you didn't get a chance to play the board game you rented. My whole idea behind the rental program is to allow people to try lots of different games before deciding which to buy. Why don't you take it for another week on the house so you get a chance to get to play it. Let me know how you like it."
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Sum Dum Gai
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Post by Sum Dum Gai on Nov 14, 2013 16:24:29 GMT -5
My POS system doesn't store card numbers. I don't keep them on my business laptop either. I have a hardcopy of the rental agreement, which includes the card I charge for late/damaged games as part of the contract. I honestly have no idea what the regulations are on storing card numbers, but I know most of them apply to computer systems.
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sarcasticgirl
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Post by sarcasticgirl on Nov 14, 2013 17:54:35 GMT -5
definitely offer her a little something. mention that you noticed she hadn't opened the game- that attention to detail may win her over. She isn't just a faceless customer. you noticed and wanted to offer her another chance etc.
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Tiny
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Post by Tiny on Nov 14, 2013 18:23:09 GMT -5
You don't owe her anything. It was a RENTAL. You fulfilled your part of the deal and she fulfilled hers (had access to the game). The woman got something for the rental - she had access to the USE the game if she wanted to - that's what she paid for. It's the same as renting a movie (back when you rented actual dvds/vhs tapes) you didn't get a discount if you didn't watch the movie! If the "I didn't use it - so you owe me something" is how it's suppose to work - then NetFlix owes me a TON of free DVDS - some months I only get thru 2 DVDs -but most months I get thru 6 or 7 DVDs. All those shows I didn't get to watch because I didn't have time - but still paid for the service. Who knows -- if you had the game in your store there's a chance you could have rented it out multiple times (if someone rented it and returned it quickly).
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Deleted
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Post by Deleted on Nov 14, 2013 20:27:32 GMT -5
TRUE... Dark doesn't "owe" the customer anything... he fulfilled his part of the bargain. BUT... when starting up a "mom & pop" retail operation, you have to cultivate your clientele with an eye for future business. Netflix doesn't have the competition that Dark has, so it's in his best interest to provide a little extra service... especially when it doesn't really add to his expenses significantly. Establishing a new business is different from maximizing the profits from an already established and profitable business.
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Sum Dum Gai
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Post by Sum Dum Gai on Nov 14, 2013 20:43:40 GMT -5
I sent her an email offering a free one week game rental. Basically giving her the one she didn't use for free. I could have done half off a game rental or something instead, but like I said, her rental didn't cost me anything. It also means I didn't make anything off of it, but I'm good with that. If she doesn't take me up on it, I got $8 for literally nothing. If she does I get her in here twice between now and Christmas, at no cost to me. Either way sounds like a win.
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Deleted
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Post by Deleted on Nov 14, 2013 21:16:05 GMT -5
Every time you get her to come in the door you increase your potential for profit. In retailing, increased "traffic" is GOOD.
That's why retailers pay a premium for "High-traffic" locations.
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