Hi Mary Ann,
There is an old saying that I think applies to your customer, “Poor
prior planning on your part does not constitute an emergency on my
part.”
I understand exactly what you are talking about and where you’re
coming from. Your post indicates that it wouldn’t even cross your
mind that Stuller might give you an old price and ship it for free
just because that’s what you paid before (they won’t, so don’t even
ask). Why would you consider even for a moment offering that to your
customer? The increase in your cost should be passed on, including
the shipping, if she really needs it that soon. If the customer needs
the chain for an occasion “tomorrow” and doesn’t want to pay an extra
$13.30 for shipping (I’d probably keystone that too, btw), she should
have bought it when she first saw it.
I would tell her that I sold the one she saw, gold is higher now
than it was when I bought the first one, and that if she can wait
until next week, I’ll be glad to get it for her at the current gold
market price (might be higher, might be lower) in my next order and
not charge her for the shipping. If she has to have it tomorrow, she
will have to pay the shipping. I would then wait for her to speak.
And gently but firmly hold my ground. (I’d love to hear what Neil’s
friend Ralph would have said)
If she decides to have me order it today, I will keystone the
shipping. It’s only fair, it’s not going to order itself, and a
single item order adds at least $13 to my scheduling and bookkeeping
costs. Even if it does come with a Butterscotch Dum Dum that I don’t
have to share.
Now on the other hand, if you made her pendant, and charged $3000
for it, forget everything I just said. Order it for morning delivery
and smile big when she comes in to get it, and then give her your Dum
Dum. It’s all relative, you have to look at the big picture too.
In addition to the very sound reasons others have put forth, triple
keystone on everything under $500 or so also makes it easier to
handle these situations. It gives you a little cushion that you can
use to make yourself a hero from time to time and not really hurt
yourself too badly. If you had marked it at $31.50, even if you have
to order it at $11 and eat the shipping, you’re still $7.20 to the
good.
My hat’s off to you for asking, Mary Ann.
Dave Phelps