Our Creepy Condolences
August 24, 2010 12:23 PM Subscribe
Our customer's mom died. Is it appropriate to send a card?
posted by anonymous to Human Relations (29 answers total) 1 user marked this as a favorite
I work at the corporate office of a company that makes funny looking toe shoes. We have a website through which we sell these shoes. A customer that bought a pair on our website recently made a return for a refund. It's unclear why. There was an issue with processing the credit and the customer (let's call him Tom) had to be called. During the course of this phone call, Tom mentioned that his mother passed away four months ago (it came up because the refund was issued to a joint account for both Tom and his mother that had since been closed). My co-worker (John!) of course gave his condolences. Now John wants to send Tom a sympathy card.
I maintain that this is inappropriate and sort of creepy: we're not his PCP or neighborhood pharmacist or pastor. We're a company that sold him shoes through a website. The shoes didn't end up working for him. If I received a sympathy card from like the Gap, I would be uncomfortable. John says it's excellent customer service: it's shows we're thinking about him and that we're a company full of humans who care.
So is it creepy or a nice gesture?