Customer. Service. It’s not that hard. Put the two together, snicker at your ‘service the customer’ joke and then get it done.
Mistakes are not the problem. You are.
- You are the problem – if you’re the hotel manager that ignores valid, negative criticism. (And yes, you totally should reply to bad reviews.)
- You are the problem – if you don’t make it right.
- You are the problem – if you run a restaurant and your SM strategy is bashing the competition, fake Yelp reviews and buying Likes.
- You are the problem – if you don’t stop, listen and learn from it.
When picking up one (very pricey) job, I dropped off another quick, easy one. I returned more than a week later to get it and.. she totally forgot. Strike one. She hemmed and hawed, rushed apology.. later today, no maybe tomorrow. Strike Two. When I picked it up the next day, she coupled a mild ‘sorry’ with a grand gesture of $2 off. Strike Three, way outta there.
“I can have another you by tomorrow. So don’t you ever for a second get to thinking you’re irreplaceable.”
You tell ’em Beyonce.
I didn’t make a big stink but my body language was clear that I was displeased. I don’t think I’ll be back.
The next time I need something hemmed or tweaked, my fingers will do the walking. Right over my keyboard or flip through some apps on my iToys, find a new place. (BTW Fingers already made a stop at Kudzu, to post a this cautionary tale.)
Not only was a stronger apology in order, I don’t think they should have charged. At all. Even better, why not – to show me they can and will keep doing it right – a 20% off coupon for the next time?
My dry cleaner did that; they fixed their mistake with customer service and that made all the difference. Why? Because they know that they may not get three strikes. They know that paying will cost, but not paying will cost more. They know that I can all too easily bring my business elsewhere.
A hotel, a restaurant, or dry cleaner, so many businesses – they are all very replaceable. What’s irreplaceable? Service that’s good for the Customer.
What should they have done for my time and trouble? What does your business do to do right by your customers?