Date: Tue, 15 Feb 2000 19:09:54 -0800
To: balloondeco@balloonhq.com
From: Jeanne & Dave Cockcroft <jballoon@gte.net>
Subject: Refunds

Theresa, 
    I don't think you owe your client any refund!  Once the bouquet is
inflated and out the door---NO WAY would I refund any money.  She told you
the client would be there until 5:00 and it is not your fault that he
decided to leave early.  You could have delivered the balloons to another
address for her to save the order or asked someone to come and pick them
up.  You can always try and leave them with a neighbor or if it is to a
business, you should be able to leave them with the receptionist or other
co-worker who can give them to the receipent when they return.  

  I have been slowly learning not to guarantee time deliveries, esp. on
holidays.  What we try and do is what you did--get it there before the
deadline time the client gives us. We find that people stretch the truth
(down right lie) about what they told you or really need for you to do for
them.  We tell people that we will try and get something to them between
say-9:00 and 10:00.  At 9:30 they are calling and asking "where are my
balloons?".  To them it is between 9 and 10!  It is better for you sanity
if you don't have to deal with this game.  I know of so many others in the
delivery business from cookies to flowers who won't guarantee any time
delivery and if they do make a certain time delivery they charge double!  I
can understand why now.  

  I hope this helps.  Stick to your policy.  If you don't have a policy,
get one in writing soon.  You don't have to give to every customer, but if
you have it posted then you are covered.  

Jeanne Cockcroft, CBA
Balloon Designs by Jeanne
2844 E. Thousand Oaks Blvd.
Thousand Oaks, Ca. 91362
Phone (805) 496-3751 Fax (805) 496-6848
Toll Free (888) 996-3751 
E-mail address jballoon@gte.net
Check Out Our Web Page At
http://www.homestead.com/jballoons