Customer service isn’t that hard. Or is it? When was the last time you had crummy customer service? I’m going to go out on a limb and guess not too long ago. Guess what? Me too!
I’m consistently amazed at how many people don’t understand how to be a disciple of great service. Maybe my expectations of service people have been raised since starting work with Jeffrey, but I just think I’m noticing it more.
Here’s an example. I ran to grab takeout for dinner one night at a new Donatos restaurant. I ordered, sat down, waited, received my order and left. Just so you know, I grew up in a get-it-how-you-want-it type home, and I still expect to get-it-how-I-want-it. So when I ordered my pizza, I specifically request, no onions, (I detest them) add pineapple (makes any pizza that much better), to my individual BBQ chicken pizza. And thin crust of course!
I arrive back home with my order and open the box. UGG! There, on this beautiful pizza creation, sits several dreaded onions. Really people? Is it that hard to get it right? Anyway, I locate my receipt in order to get the store number so I can call and let them know about my order being wrong. The number wasn’t on the receipt. Friendly note to business owners: always put your phone number on your receipts!
Even more annoyed, I Google “Donatos + my zipcode” to get the store phone number. I call. The phone is answered by the young lady who originally took my order and I explain to her that there are onions, GASP, on my pizza. Further explaining to her that if she remembers, I specifically stated, “no onions, add pineapple.”
First, she apologizes.
Second, she offers a new pizza.
Third, she tells me I can come back to the store and get my new pizza. WHAT?
I politely but firmly explain to the young lady that I don’t want to come back to the store due to their mistake. She asks me to hold on and says to the manager, with me still on the line and able to hear, “She doesn’t want to come pick it up.”
And to my utter disbelief, the manager hesitates. Silence. More silence. Then finally a response of, “I guess we can deliver it, get her address.”
Really? It took a manager more than a split second to make the correct decision. A decision that admits and corrects their mistake. A decision that shows they appreciate their customers. A decision that would make their customers happy. And he HESITATES? Unbelievable!
So this is my advice to all service industry people when a mistake occurs, do not be the Donatos' manager and contemplate putting the responsibility of your mistake on your customer. Instead:
1. Apologize. Take responsibility for making the mistake and let your customer know you are truly sorry for the inconvenience.
2. Do the right thing to correct the mistake. Do whatever steps you feel are necessary to rectify the situation and make your customer happy!
3. Do it without hesitation!
4. Do a little something extra to ensure the customer will keep coming back. Going above what the customer is expecting from you will help them forget the mistake and will most likely get them talking about you.
Mistakes are inevitable, what will you do the next time you make one?
Would you like three more tips on executing successful service? Email me, subject SERVICE for my espresso triple-shot tip on how to be a successful disciple of service.
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