I do like pushing things with headlines, which works with this little rant on customer service. Which will get a Part Deux, Uverse from Hell Boogaloo .. once I’ve calmed down. Anyhoodle.
A year ago I begged my – former! – dry cleaner to suck less.
- Didn’t have the nerve to try to charge me for the cleaning.
- Immediately offered to replace the damaged item.
All of this done without my having to throw a fit.
What’s in it for them?
- My business. No guarantees they’ll keep it but we’ll see how it goes (still shopping). Are they willing to pay cash when I find a comparable item? Or give me a store credit (more likely)?
- My silence. It didn’t matter to the other place, but I did downrate them on sites like Yelp and Google. If I’m satisfied with how this gets resolved, I doubt I’ll be taking the time.
- My praise? Doubtful in this case, but for many small businesses this could be an opportunity in disguise. Turning a mistake around, finding a solution and showing your value is how you can turn someone not only into a loyal customer, but a brand advocate and nice PR too.
It’s said all the time: mistakes will happen, no matter how much planning you do. It’s what happens next, after the screw up – THAT is what separates the starting lineup from those riding the pine. When you’ve made a mistake, bring your A game and make it right.
Have you ever made good on a mistake and lived to tell the tale? Do tell.