Ethics 102

[Bill Henry-]

I have already resolved this issue, but I am curious how others would have handled it.

Last week a customer dropped off a wedding announcement to be framed.

Yesterday, another customer came in with the same announcement.

1) Would you accept the second sale and keep your mouth shut?

2) Would you tell the second customer that an other announcement had already been dropped off thereby losing the sale?

3) Would you give the name of the first customer to the second and let them duke it out?

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Oops, this probably belong in the Grumble not in Business Issues. Sorry!

[ 11-20-2003, 05:32 PM: Message edited by: Bill Henry ]

[B. Newman]

I would say, "Oh man, I hate to tell you this, but Ms. So & so already brought one of these in to be frame. But with the colors she is using, this framed print would look very nice to hang with it!"

Betty

[Kit]

It's a tough question, Bill.

My first thought is to wonder how many people want even one framed wedding invitation, let alone two of them.

(When I got married I received a tin tray with the invitation decoupaged in the middle of it. It made a very nice drip pan under the cats' litter box.)

But pointing out to the second customer that 'it's been done' implies that their design isn't as special as the first one.

So I'd probably keep my mouth shut and frame both.

Who knows? The happy couple may have several homes in which to hang them.

Kit

[ 11-20-2003, 09:48 PM: Message edited by: Kit ]

[Ron Eggers]

Or when they split up in a year or two, they can EACH have one.

[Jerry Ervin]

Originally posted by Ron Eggers:
Or when they split up in a year or two, they can EACH have one. Ron is always the optimist

[DB]

I would definitely tell them that someone had beat them to the punch...then try to sell them a gift certificate so the newlyweds could choose a nice frame for one of their wedding photos. If you don't say anything, you may not lose the sale now, but you could lose future sales from at least 3 parties when they realize you framed two invitations for the same wedding and didn't say anything. So, what did you do?

[Bill Henry-]

So, what did you do? I told the second customer about the preexisting job. I lost the sale – "I'd really like to separate you from your money, but .... ".

She seemed grateful that I told her. I couldn't convince her of the gift certificate (they are kind of a cheezy gift, I think, especially for weddings), but I believe she'll be back.

[GUMBY, GCF]

Think like a big box! They would never know that two were for the same wedding! One to be hung in bedroom, one in the bathroom.

[Bill Henry-]

Think like a big box! I don't want to think like a big box!!! If I do then I'll start to act like a big box – i.e. screwing the customer without a second thought.

[gemsmom]

Bill, I think you did the right thing. This is one gift that could not have been returned. Nobody likes to give a duplicate gift.

If you had framed both pieces, you probably would have had two angry customers-the first one plus the second one.

[ERIC]

. . . . and the couple that got married are likely to be annoyed with you as well!

[JRB]

You did the right thing Bill. It's better to be up front with your customers, only good can come from it. I mean, what do you think would come from it if you tried to be devious with your customers? You might get the sale, but I think it would come back to haunt you, sooner or later.

John