| 4 Tips for WOWing Customers Who Experience Problems | |
"Mrs. Golden, I understand there is a dent in your new oven and we are so sorry about that. We can exchange the oven or we can offer a discount that you think is fair." I explained that I didn't need a replacement, so she asked me to come up with a figure that I thought was fair. I threw out a reasonable figure and immediately the discount was honored. Both the deliveryman and the specialist were courteous, sincerely apologetic, and clearly empowered. Their quick recovery WOWed me! In this article, I am sharing with you Four Easy Things You Can Do to WOW Customers in Problem Situations based on this great experience with my oven deliveryman. 1. Proactively point out problems before the customer discovers the mistake, when possible. The deliveryman didn't wait for me to discover the dent and he didn't try to cover it up. Proactively pointing out problems creates trust between the organization and the customer, and puts you on the path to an amicable discussion about how to resolve the problem. 2. Respond with a sense of urgency. Immediately after pointing out the dent in my oven, the deliveryman pulled out his cellular phone and called the office. He could have simply given me a 1-800 number and told me to follow up. His immediate attempt to resolve the problem and his ownership created calm and peace of mind. 3. Apologize, even when you're not personally at fault. I know of no better way to defuse anger than to offer a sincere and unreserved apology. Always apologize, regardless of fault or personal responsibility. You can simply say, "I am sorry for any inconvenience this may have caused." 4. Offer options. The company specialist quickly offered me two choices: replacement or a "fair" discount. Giving customers choices makes them feel empowered and in control; and when customers feel in control, they are less difficult to pacify. By proactively addressing problems, you will create calm and resolve the problem quicker. You may be even WOW your customers. Good luck!
Recently I had a new oven delivered to my home. After unloading the oven and bringing it inside, the retail store deliveryman pointed out that there was a small dent on the right side of the oven. The dent would not affect the performance of the oven and would not have been seen because the adjacent cabinets would have hidden it. It truly was no issue at all to me. But the delivery guy quickly used his cellphone to call the company, got a specialist on the line and then handed me his phone.