Tammy and I had a brief conversation about the refund process and she asked that I fax a copy of my receipt to her to begin the process. She told me that I should receive a check from the company within about 7-10 business days. A fact I was still a bit skeptical about given the scenario. Now truth be told I was not so bothered by receiving the $35.00 check (I was already resigned to the possibility that I might not receive anything from the company including an apology) or the feeling that no one cared. As I faxed the receipt to Tammy and began putting the entire ugly incident out of my mind I began to come to some conclusions as well as a few safeguards for making sure I not only receive great customer service in the future but give it as well.
A. Getting my business (as a customer) should be a privilege and companies should do everything within reason to make sure that I’m taken care of.
B. My job as a service provider is to make sure my customers are happy within the scope of our agreement. In other words if I say I’m going to do something I need to make sure it gets done. It’s not always possible of course (mostly due to circumstance )and let’s face it you can’t always please everyone (but you should always try) but when I fall short I need to be able to take responsibility and make things right.
C. Don’t emulate bad customer service behavior. Think back to the worst customer service experience you’ve ever had. What did they do wrong? How did you feel? Did you make the same mistakes?
D. Check in with your clients every now and then just to make certain they are pleased with your work. There is nothing worse than finding out months after the fact that your client was never happy with your service.