Twenty years ago I was a regular customer at a dry cleaners near my apartment. But after the third or fourth time of failing to meet my expectations (or to put it another way, making me angry because they failed to do their job properly) I switched to a nearby cleaner who wasn’t quite as conveniently located.
I am still a customer today.
Why? Because Gary Guthrie stood behind his service. One day something happened and a pair of my khakis came back with some sort of chemical stain on them. When I asked Gary what he intended on doing about it, he said he’d make it right. The upshot–he gave me credit for the retail cost of the slacks.
Gary was as good as his word.
Tip #4: Stand behind your products or services may sound obvious to you, the business person. But to customers, our perception is that many businesses don’t.
Think cell phone companies.
Think retailers that believe their policy on returns is more important than keeping valued customers.
Do you stand behind your products? Are you sure your employees do?