Isn't it funny how it's just the little things that can make or break customer perceptions and loyalty?
Some small business owners miss out on leveraging the power of customer service recovery.
I've just been away for a couple of days. We chose a motel where we'd stayed before. This time it was freezing!! Yes, it does get cold in Australia! The room had no heater - just an airconditioner and some extra blankets.
When we contacted reception to ask if there was another room with a heater, they said there was only one room with a heater and that was taken. They had no portable heaters. End of story.
Even with the extra blankets, we still froze all night... not a pleasant experience. Things happen... but it was more their attitude that needing warming up.
In the morning, we mentioned our experience. After a lackluster dismissive response from the manager, saying everyone had been complaining, we made a mental note not to stay there again.
As the motel was about 10 years old, I'm sure they must have had this complaint before, but it didn't seem to be a concern. With some longer term thinking, how easy would it be to install reverse cycle airconditioners or heaters in all the rooms over a period of time?
Even if they could not supply us with a heater, a different attitude or explanation may have kept us on side. A happy customer is a return customer. But bad news travels fast.
This customer service experience was a good reminder for small business owners to "walk a mile" in the customer's shoes. And to see things from a customer focused perspective, as well as to listen. Customer feedback is invaluable, and when dealt with in the right way, customer service recovery can turn the customer into your best advocate.
- Have you had a situation where you've turned a customer concern or problem into a positive?
- How could the manager have handled this situation more effectively?
© Customer Service Image courtesy of Yvonne Russell at Grow Your Writing Business.com
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