Customer Stories: Discount On A Huge Order
I would say that probably 50% of the calls that we receive are from customers asking for discounts on products that they wish to purchase in bulk. We are not a wholeseller so we generally don’t offer price breaks unless the quantities involved are fairly large.
But what is definition of large? Apparently, the term “large” and “huge” cover a fairly big range. This customer’s definition of “huge” was drastically different from ours as evidenced in the customer call transcript below. I don’t know, would you consider her order huge?
Customer: Yes, I would like to order a large quantity of handkerchiefs and I was wondering if there were any discounts for huge orders.
Me: Yes, we can definitely offer you a discount if sufficient quantities are purchased. Which product in particular were you interested in?
Customer: I was looking at the white scalloped crochet lace handkerchiefs. Do you have those in stock?
Me: Actually, those are our best selling handkerchiefs. What quantities do you require.
Customer: We’ll be ordering about 25. What discounts can you offer me?
When this customer said 25, I naturally assumed “25 dozen” since most of our customers who purchase in bulk always specify quantities in terms of dozens.
Me: That’s very nice. Are you providing these as favors for your wedding guests?
Customer: Why yes. We found your website and thought giving handkerchiefs as wedding favors was a great idea.
Me: We can offer you 10% off and free shipping on your order.
Customer: Excellent. Can I place my order over the phone?
Me: Sure. Your total including the discount is 810 dollars?
Customer: What?!?!?
Me: Your total is 810 dollars. It’s $36 dollars a dozen times 25.
Customer: There must some misunderstanding. How can 25 handkerchiefs cost 810 dollars?
Me: I’m sorry ma’am did you say 25 handkerchiefs and not 25 dozen?
Customer: Yes
Me: I apologize, but we can’t offer you any discounts for an order of that size. At first, I thought you were ordering 25 dozen. Unfortunately, your order size does not qualify since it is too small.
Customer: How can an order of 25 handkerchiefs not qualify? You sell these in packs of 3 and we are ordering 8 of them. How can that not qualify for a quantity discount? Instead of purchasing wedding hankies for just the bridal party, we are buying them for all of the immediate family. That’s a lot of people right there!
Me: I apologize ma’am but that order size doesn’t even qualify for free shipping.
Customer: How you wouldn’t consider 25 hankies a huge order is beyond me. Is there any way to get any discount whatsoever? I promise I’ll be a loyal customer for life!
I’m usually inclined to give discounts to certain people but one of my pet peeves is when a customer promises something that is contingent on money. If getting a discount will make a person a customer for life, that means that money is the only determining factor.
Me: I would really appreciate having you as a customer for life but unfortunately, I can not offer you a price break at the present time. We offer less expensive handkerchiefs other than the ones you have chosen. Perhaps you might be interested in a different product.
Customer: C’mon, we’re just talking about a few dollars here. Can’t you just give me a break? This is the most important day of my life.
Yeah, it’s the most important day of your life and you are not willing to spend an extra 8 dollars.
Me: I’m really sorry. I would really love to give you these discounts but unfortunately I’m not authorized to do so.
Customer: Well I’m appalled at how cheap this store is and I’m going to take my business elsewhere. You really missed out on a significant order!
Me: I’m really very sorry.
** Click **
And to think, I was going to close up shop early because of this lady today. Boy, do I regret not getting her order. If this lady handled the situation a bit differently and wasn’t so pushy, I might have given her free shipping. But her tone of voice became aggressive and at that point, she wasn’t going to get anything out of me.
For the life of me, I can’t possibly see how she would have considered her order “huge” but who am I to judge? It kind of reminds me when we placed our first order with our vendors.
The first time we ordered from our suppliers, we tried to order 500 handkerchiefs. But our supplier misunderstood and assumed that we were ordering 500 dozen. I guess assumed quantities are all relative.
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Hahaha, that’s unreal. Why do some people think they are entitled to whatever they want. I come from the nonprofit sector and it reminds me of people who expected us to bend over backwards in stewarding them, providing them with lavish treats and drinks at events, just for giving $25 or $50 a year… unbelievable.
That’s a pretty hilarious account. You definitely kept your cool though. Got to love customers with an entitlement attitude.
@JB @saver queen
The reality is that we get customers like this fairly often. They think that they can demand better pricing because of some preconceived notion. I’m just really glad that we also get really polite customers as well to balance things out.
Steve, I think you handled the situation quite well. People have been highlighting the importance of knowing “Customer is King” but for some instances like this one, we shall not give in unless she is a loyal customer, who might be evangelizing your products and company.
I have similar experiences in retail lumber, only then, people are spending thousands. Our profit margins are exceedingly slim and people always start off with something like, “My brother-in-law’s best friend’s son’s guitar teacher is a part time homebuilder and he says these windows are overpriced by 40 percent,” when I have the exclusive on the territory and I’m only making 15 percent on them! Or the guy who asks how much one interior door costs, then asks for quantity discounts … he needed two.
I started telling customers that I gave quantity discounts on full truckloads. After all, that’s where I got MY discounts!
That’s great. Successful businesses choose their customers and don’t sell to anyone who is a pain up their ass. Customers who hammer on price have no loyalty, so the chance of her buying again is quite slim. Its great to say no to low quality customers and get rid of them forever. The challenge is to have fun in the process!
B7