Contrary to popular belief, mistakes can actually be an opportunity to win LONG TERM customer loyalty... Why? How you react in a crisis can prove your ability. We all make mistakes, customer know this. Handle the crisis well and they know they are safe to continue the relationship with you.
1. Four words: "I accept all responsibility".
1. Four words: "I accept all responsibility".
An expression used so rarely today yet in my experience it is one of the most powerful placation devices available. I have seen heated arguments and circular blame games shut down instantly with these four words and suddenly the discussion turns to solution finding. Once blame is accepted move to solution strategy.
2. Rectify ASAP by provision of goods and services.
If the customer's immediate needs can't be met, don't talk about what you CAN'T do, talk about the 2 options you CAN provide and ask them for their preference... giving them control. This is important. Don't overwhelm them with choices, offer your best 2 only. If the customer offers an alternative that's doable... TAKE IT!
3. Make an Offer.
Offer additional discount, services or offer for their next transaction... these few dollars can keep an account worth thousands!
4. Follow up after the dust settles!
Once you've met the immediate needs, follow up AFTER the dust has settled, explain how you'll prevent the problem next time. It's not always best to do this during the crisis, it won't be heard as well. Handle each case on it's merits.
5. Go Old School with Snail Mail
Send a follow up snail mail where possible, not electronic. Every loves to receive a letter addressed personally to them... as long as it's NOT a bill. Contents should be outlining the above... apologising for the error, outlining steps to resolve and offer for next transaction. Include some movie tickets, a box of chocolates, etc.
6. Prove yourself next time around.
When the next transaction comes, make sure your staff are informed they must move heaven and earth to provide the most outstanding customer service available.
These are good common sense tried and true practices. I hope they serve you as well as they've served me.
