Providing good customer service to your clients and prospects can make or break your small business. Word of mouth travels fast — especially if the service is poor. Poor customer service travels ten times faster than good customer service. That’s why it’s so important for you to do everything within your power to make sure the customer is satisfied. Does that mean the customer is always right? Not necessarily. But it does mean you should do what you can to meet their expectations.
Here are a couple of examples of customer service gone wrong.
1. A customer ordered t-shirts for a special occasion. She specified certain colors for the imprint on the t-shirts. When they arrived, the imprint color was wrong so she contacted the company. Their response? A 20% discount off a new shirt or replacement of one shirt. If this response wasn’t so ridiculous, it would be funny. They made a mistake. They need to fill the order the way it was requested or refund the customer’s money. Period.
2. A business traveler was flying his favorite airline. In flight, he was working on his laptop. As a flight attendant was serving him a drink, it spilled all over his laptop rendering it useless. The airline offered him a bottle of wine as compensation. This doesn’t even come close to customer service.
No matter what you do, at some point in time you’re going to have a dissatisfied customer. Make it right.
What about you? How do you accommodate your clients / customers when something has gone wrong? Leave me a comment.