Makin' Latex

KINK ENGINEERING: The life and times of a latex saleswoman...

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To 99% of our customers… we love you!

To the 1% that are a pain in the ass… not so much.

So a customer orders a $6 roll of latex trim trip, and our store charges him $10 to ship from Toronto, to the South West of the US…

Customer Email:
"I am starting a new business and believe your product will work with my product.  I am not going to pay 10$ for shipping a tiny roll to me.  If you want my business, let me know.  (Phone number)”
Our Response Email:
Hi (Customer Name),
I’m hoping that your passive aggressive email was an April Fool’s Day joke, but we’ve gone ahead and refunded and cancelled your order just the same.  It is not our policy to chase clients who communicate with us in that way.  We appreciate your business, but not enough to accept your hostile tone.

Shipping charges: Our shipping costs are fixed and we try our best to keep them at the actual cost of shipping within the limits of our online store’s ability to do so.  We are shipping from Canada, and there is a minimum cost for parcel post to the USA that we can’t do anything about.  The cost of shipping becomes much more reasonable with larger orders, but yes, it does seem large for small objects that are larger than a letter, but smaller than a breadbox.   Had you ordered 2,3 or even 8 rolls of trim, your shipping charges would not increase substantially.  As a business owner, you certainly must understand the concept of economy of scale.
We value our clients, and aren’t out to make money from excessive shipping surcharges.  We (unlike many online retailers) automatically refund shipping over-charges that we note when we compare the amount charged to our customer, and the amount we paid to the post office.   That being said, most of our clients understand that shipping costs what it costs, especially when shipping across the border.
We can appreciate your frustration at the high cost of shipping in respect to a small product, but sending us a terse email does little to help the situation.  It does telegraph the fact that your business is one that we are not interested in working with as long as you are going to communicate in that way.  Just remember that business to business communications are always, in the end, person to person communications.
We wish you all the best of luck with your new business.
Cheers,
~Matt.

Filed under no i don't want your business that much ...thanks!