Recently, I placed a supply request with a well-known beauty mail-order company. Upon receipt of my package, I realized that I made a mistake. Immediately, I called, took responsibility and accepted that I had to pay the return shipping. The replacement order came, and it was the wrong item; an item that I have used for more than ten plus years.
Frustrated, but knowing that you get more bees with honey than vinegar; I called to make them aware of their mistake. I had hoped for a positive experience out the gate, as they claim to always want to please the customer – customer satisfaction is everything. NOT!
Instead of trying to help me, I get an overzealous customer service agent who argued with me up and down, busy telling me that I’m wrong and that I’ll have to pay for the return. This wasn’t acceptable; so, I ask to speak with her boss. After leaving me on the phone for more than five minutes, she returns and says, “it was just brought to my attention that the manufacturer sent us the wrong item, I’ve given you credit.” I wanted to reply; I told you so, thank you, and you owe me an apology? I thought it, but I didn’t say it. And, I still didn’t get an apology.
The point is, there is no you without a clientele. We should always provide people we serve with the utmost respect and have a solution for a challenge that is win/win for all involved. What is the experience that you expect when being served? We all expect and want a good experience at a restaurant, doctor’s office, spa, etc. If there an issue, we address it and hope for a positive solution with a smile. If this is your expectation, you should provide the same in your business. The next time you’re faced with a complaint handle it the same way you would expect to be taken care of.
“The customer is not always right, BUT the customer is never wrong.” -Unknown