How to manage this situation with a client:

Discussion in 'Growing and Managing a Business' started by Dharvo, Oct 7, 2011.

  1. Dharvo

    Dharvo
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    The situation is as follows:

    - The client wanted to buy a security DVR along with some security cameras.
    - The client wanted the DVR to be compatible with Mac.
    - We did not have anything compatible with Mac at the time, so he settled for what we had. This was 8 months ago.
    - One of the brands we carry has now made an update to be compatible with Mac.
    - Our client wishes to make a change.
    - The client is a close friend. He will be a customer for life unless we really mess it up.

    Possible resolution:

    Do we just go ahead and exchange the machines, charging only the difference in price (negligible) and installation fees? We'd be giving him a new machine and receiving a somewhat outdated one, so it'd be a net loss for the time being, but it keeps the client happy and on our side. So it'd be a profit in the long run.
     
  2. Dorfy

    Dorfy
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    Short term pain for long term gain.

    One day he may get big and need a lot of security kit.......
     
  3. Shahrier

    Shahrier
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    I would give him the update for the extra costs + installation fees. As Dorfy said, Short term pain for long term gain.
     
  4. Fergal

    Fergal
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    Personally I'd charge him more than just the difference. You are in business and you cannot afford to be losing money. Your client should not expect you to exchange what is a second hand equipment for brand new equipment.
     

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