Whats the old saying 80% of your problems are made by 10% of your
customers. Get rid of the problem.
I dont quite understand how that "old saying" applies in a case such
as this. Maybe someone could enlighten me as to why I would disagree
As I see it, the stone was broken while in Davids possession. Now as
far as technical facts to where the stone is from and such seem
rather irrelevant in this. Of course the woman is mad, and no one
can blame her. Sentimental value on a recently purchased item seems
to be hard pressed. Especially one that isnt even from her country
of origin. Thats like telling someone who just totaled out your new
Saab convertible that its sentimental value to you cause you bought
it in the state of your birth. It just wont fly.
I will agree its not an easy or particularly fare situation David is
currently in, but to treat the customer as a problem and not work to
find a solution might come back to bite him in the future. If she is
causing this much trouble now, what do you think she will do if
David follows Bills advice? I would think she would be telling
everyone she can about her experience with him. And we all know that
her friends tell their friends and so on. Whats that expression "
Seven Degrees of Kevin Bacon". Before you know it Davids reputation
is on the rocks with many possible, or even current customers.
Maybe if David could invite the lady and her husband in for a
private meeting and have material ready as well as a certified
Gemologist to explain about the stone and its origins. Not trying to
convince them that its ridiculous to claim sentimental value , but
to point out its not really what she may have been lead to believe
it was. As she obviously believes its from her home land. Have a few
comparable samples ready to offer as replacements and throw in an
extra incentive. Maybe some matching Tanzanite ear rings or a free
toaster ( skip the toaster)
Oh, one thing that might be a big help is after explaining about the
gemstone and such, ask her what she would like to see done. Leave it
to her to suggest something. Then try negotiate if its a ridiculous
request. But I personally cant see any real negotiations taking
place that might benefit the parties involved unless all the facts
are on the table. Emotions and facts rarely mix well. But I believe
they can come to a compromise once in a blue moon.
Best of luck to you David.....
St Louis Mo
" This is only my humble opinion and is not to be taken as any hard
core or reliable advice"