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How to deal with a upset client?

Ok, I've been building for almost 7 years just finishing building my 75 cbg, this is the first client I have had that has complained on my cigar box guitar and wants me to redo some things to it, how do you deal with it?

Here is her complaint. I sent this cigar box guitar to another state, they received it and sent high praise on how it looks (which is great), but then the bad stuff, she starts complaining that the strings are to high at the bridge and nut, and it is unplayable. Weird thing is, I finished the cbg and took it to a craft show with me and I demoed it and had another customer that plays traditional guitars and he played it just fine. But she goes into detail how many millimeters high it needs to be at the nut and how tall it needs to be at the bridge, thinking oh great she plays a traditional guitar and thought it would be like that.

I'm guessing she is either older or has got it for a older person as a gift and does not have much hand strength or they play traditional guitars and thought it would be like those. I told her to send it back to me and I will bring the strings down as close as I can for her but i warned her that is could mess it up but I could fix it for her if she wanted me to (trying to make her feel good and work with her because a angry client is bad news for long period of time).

Question is, how do you normally deal with clients, I could have said, no you bought it, several have played it and no one has complained and that cigar box guitars are not made anywhere close to a traditional guitar but I didn't, I wanted to be nice and help her out. I know I want to help out a client but how far is to far, do others have this problem knowing cigar box guitars ARE NOT made the same way as a traditional guitar?

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Permalink Reply by Lonman on November 2, 2019 at 12:09pm

Sounds like you are on the right track as for trying to fix it and letting the client know the pros and cons. If that does not help the second round, I would let her decide she could send the guitar back to you and get her money back or keep it. Maybe she is someone who doesn't understand the schematics of how a guitar works or she has someone talking into her ear giving her ideas why she cannot play very good. Keep us posted.

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Permalink Reply by Taffy Evans on November 2, 2019 at 12:54pm

Hi Josh, I will address your last question first.

When I'm building a CBG I keep in mind the same important issues as I do when building a full acoustic guitar. I'm thinking along the same lines because in the end, in one way or another, its going to make music. How well, how easy and for how long is up to me.

This is the saying that guides me when dealing with customers [and its not " the customers always right"] and its what I have printed on my paperwork. "IF YOUR NOT HAPPY I'M NOT HAPPY' and the last words I say to the customer is, and its on my paperwork too, is, IF ITS NOT TO YOUR LIKING PLEASE LET ME KNOW.

I have had customers come back to me, hey we are dealing with wood here anything can happen, after it leaves the workshop, so I agree with what they are saying until I get a chance to see the instrument. I must say I have not had angry customers confront me, more apologetic even when the fault obviously lies with me. Anyway I also do get the Utube expert at times.

My feeling is a happy customer is good advertising but an unhappy customer will cost you in the long run.

I am always honest with the customer even if they do come across as difficult, and I will wear the cost of rectifying problems when required. There are many things that can result in a "call back" and often you may not get the true story. But you want to come out on top with a happy customer.

A common statement is......that guitar you fixed 3 months ago, well I just opened the case and.........

Taff