How do you judge the PR damage of a customer? Unless they bring up who they are elsewhere on the net (assuming it is not obvious) you simply can't judge such things.
So what do you do; lose money each time this happens? Or take a hard line "we're nice guys and all but, sorry, it's costing us too".
And the happy customer might write about you; but the risk is it sets a precedent. So the next month when another customer screws up they think to try the same tactic - and if you refuse them it's even worse press ("oh, apparently I'm not good enough to be treated that way", "2 tier customer service" etc.).
Comments
How do you judge the PR damage of a customer? Unless they bring up who they are elsewhere on the net (assuming it is not obvious) you simply can't judge such things.
So what do you do; lose money each time this happens? Or take a hard line "we're nice guys and all but, sorry, it's costing us too".
And the happy customer might write about you; but the risk is it sets a precedent. So the next month when another customer screws up they think to try the same tactic - and if you refuse them it's even worse press ("oh, apparently I'm not good enough to be treated that way", "2 tier customer service" etc.).
It's a minefield all round.