Small Business Gift Etiquette – What Would You Do in This Situation?

By • Aug 13th, 2008 • Category: small business

One of my very favorite clients of all time sent me the nicest gift in the mail this week. He’s a fellow Internet marketer whom I’ve collaborated with on a few big projects over the past couple of years and in a way, I’ve sort of become his copywriting Gal Friday. What makes this gift that much more special though is that I’ve not done a lick of paid work for this guy in months. But a few weeks ago he asked me to jump in on a last minute conference call with a prospective client we were putting together an estimate for. I thought nothing of it but geez it made everyone happy. I love it when that happens.

Anyway, I felt incredibly touched by the gesture, not to mention how fabulously nice the gift was and how far away this client actually lives and works–he’s in the northeastern US and I’m in Alberta, Canada. Oh yeah, he’s also busier than God these days with his web marketing biz, and yet he still thought of little ol’ me. So I was dually disheartened when I heard the sound of broken glass before I opened the box the gift arrived in. Needless to say, the gift was broken. And not only was it broken, it was in a zillion pieces. I felt terrible. Even though I had no part in the thoughtless obvious mishandling of the parcel. But for crying out loud, do postal workers just HAVE to test the laws of physics with other people’s belongings? Actually, no, not “belongings” but gestures of goodwill and kindness.

Sure, the gift could have had 10 more layers of bubble wrap added, but at what point do you stop the bubble wrapping madness and just trust postal workers to provide the care and handling we pay them for?

Enough said about that.

Of course I am going to thank my client profusely for the incredibly thoughtful gift. But who wouldn’t be left with at least a teensy-weensy icky feeling inside because of what happened? And while I would NEVER expect a gift giver to replace a broken gift, that annoying little voice of justice inside of me can’t stop wondering if it would be considerate or rude to let a gift giver know that what they sent got damaged in the mail?

What if the gift giver insured the gift? What if he would sincerely want to know about the damage? If I sent some awfully nice swag to a client or colleague I would want to know. But that’s just me. Yet as the recipient of such a gift, I’m inclined to just say “Thank You” and let sleeping dogs lie (or broken glass remain in the box). My reason is simple: It’s the thought that counts. And this was one heck of a thoughtful gesture if you ask me.

I’m dying to know, though: What would YOU do?

  • Dana

    This happened to me w/ a wedding shower gift I received from my sister. She sent me what was very obviously a gorgeous crystal vase in the shape of calla lillies – there was a picture on the side of the box showing what it looked like.

    Yeah. Well. The largest piece was about 2″ in diameter. I never said anything – just sent a thank you card saying how lovely it is and I appreciated the gift.

  • http://www.barjdcommunications.com Judy Lorenz

    This is sweet, but it is business too. The sender deserves scknowledgment if it arrived safely. The little lie that everything is fine will color your relationship, because you will forever be reminding yourself to keep the secret.

    What if he asks you what you did with it? Will you proudly tell him you have a little goblet of glass bits on your desk, behind the monitor?

    With glass, what is the bubble wrap limit? It should have been packed nicer. The post office didn’t throw your package, but it did tumble down at least one conveyor on its own, like a child in a war zone.

    I have had an offer from a client that I will never collect on–airline tickets. But, the thought was much appreciated.

    I would stress that he shouldn’t make lots of effort to replace it; how much you appreciate the thoughtfulness. Once, then let it go.

    Sweet client!

  • http://www.vipvirtualsolutions.com.au Alexandra Popovic

    Such a shame the beautiful gift came in pieces! What a wonderful gesture though?

    As awkward as it may seem, I’d still advise your client of the state it arrived in. That way at least they are aware for next time they want to send something fragile (to anyone). They will then know they must either wrap it up better, insure it or go with a different delivery service, so you’ll be doing them a favour and I’m sure they’ll appreciate you even more! ;)

    Alexandra Popovic’s last blog post: What’s your fav city in the land of Oz?

  • Karri

    I am definitely one for honesty, even if it’s painful to deliver. Yet thanking someone for a gift OR thanking them and telling them the gift is damaged each show merit as a possible response, and each seem honest, no? The former is simple. The latter is slightly less simple. Neither involves a white lie, at least in my opinion.

    Sigh. I admit though, I’m leaning toward the “less simple” response. Fact is, if I was the sender, I would absolutely want to be told about such a thing. And I have to trust that those I associate with professionally most likely hold similar views and values to me.

    That’s why I have them as clients and colleagues, after all.

    Interesting subject eh?

  • http://www.InstantOfficeAssistant.com Pat Zappavigna

    Karri,

    What a thoughtful thing for your client to do! I have to say that when you’re good at what you do (and you are great), good clients appreciate it.

    In all fairness, though, I would probably want to know if a gift I sent arrived broken. There are a few reasons for this – I may very well have insured it (and paid for that service). The shipping itself was definitely paid for and I would want to know if the service I paid for was lacking.

    I guess it depends on your relationship with this client. Since he’s so far away, I doubt he’ll ever realize it’s NOT sitting on a mantle somewhere being admired.

  • http://www.cmjoffice.com Colleen Johnson

    It is wonderful to receive such a warm-hearted gift especially in business. I would thank them and let them know about the damage.

    Why? Knowledge is a wonderful thing. By letting this fellow business owner know that this package arrived damaged, you are empowering them. How?

    First, they may want to send this gift to another client/colleague. They will think twice if they have the knowledge of shipping problems/damage. Second, perhaps they can contact the company that shipped/packaged the gift and get a refund. It’s best to be polite and honest. I would feel badly if I sent a damaged gift but I would want to know and take care of it.