My husband and I recently purchased some living room furniture. This has been a two year process! We were looking for some furniture that we could “cuddle” in as well as a new couch. We finally found two beautiful pieces at a local furniture story and after waiting 10 weeks, they were delivered to our home last week. You can imagine the disappointment we felt when I had neck pain after sitting in the chair for a 2 hour movie!
This is when this story becomes amazing. My husband called the salesperson and he was told “We want to make it right.” And they did. They first set up an appointment with the chair manufacturer to see if there was something that could be done with the chair. And when that didn’t work – we were told we could ”start over” and exchange what we had with something that would work better for us. What can we learn from this story?
When something goes wrong, we have an opportunity to “win back” our customers. Encourage your leaders to teach your customer service professionals to look at problems at opportunities. Recognize the positive impact that you can have on your customers when you can creatively brainstorm solutions. Take a look at your company policies and make sure they provide enough room for people to do what it takes to keep that customer relationship.
Guess what, this furniture store has made fans of us! What about you? We have got to “make it right for our customers!”