Opportunity or Hassle?

When it comes right down to it do you see customer complaints as an opportunity or a hassle? Most people see them as a hassle. Those who see them as an opportunity really “wow” their customers. I’ve heard that Four Seasons Hotels, one of the finest in customer service, will put the beverage preferences of each customer in their database.

For example, if you were to book a room as a first time customer they will ask you what you would like to have waiting on ice in your room when you arrive. You say, “Diet Coke.” Diet Coke will forever be in their database for future visits. If you show up a year later at any one of their locations, voila, Diet Coke is waiting.

I’ve been told that if you’re a frequent traveler, they will place the wrong product in your room on purpose and then, five minutes after you arrive, will knock on your door holding the proper product with an apology. “Hello Mr. Kiedinger, I apologize we accidentally put Diet Pepsi and not Diet Coke in your room. Enjoy your stay.”

How about when a customer complains? Do you have systems in place to win the customer over for life? It’s only through a sharing of concerns can you uncover what your customers truly want. Sometimes you can’t deliver what they want and that’s ok too, but at least open conversation can begin.

Finally, I would like to talk about passive complaints, the ones you never hear about, but you discover and react upon. I would like to give a local example. My wife discovered a new shoe company called Okobos. She, through their website, inquired about shoes back in September. She never heard a response back until April when she received a message from a very apologetic owner who explained that her email was accidentally overlooked. She then asked Danica her shoe size because she wanted to give her a pair of Okobos. One week later two pairs arrived in her size.

Wow! Danica loved the sandals she received and Okobos won a raving fan. This experience was also launched out across 7 countries and 50 states through Wisdom On Wednesday! See, it pays to be proactive when you make a mistake!

Joe

Action Plan:  Develop systems of handling customer complaints. The first step is to gather the facts and act quickly! Now go do it!