Feeling gratitude and not expressing it is like wrapping a gift and not giving it.

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Easily! Especially with a few Key Steps

I was recently reminded that customer service is not just about getting service ‘right’. It is just as critical to handle it well when things go wrong (and at some point – no matter how good your service is – you’re likely to have some problems). The way you resolve customer complaints and deal with angry customers can determine whether you lose the customer or they become your raving fan.

Let me give you a great example… After my graduation ceremony a few years ago, eight of us went to have a dinner celebration at a restaurant called FUMO in Pretoria. If you haven’t been, I definitely recommend that you go and support them (fumo@mastrantonio.com | 012 346 0916)! Our evening started well with the passionate owner (David Lamberti) coming up to personally explain the specials and guaranteeing that he would do everything he could to make our evening a great one. The atmosphere was super, the waiter attentive and everything was going well until our food took over 40 minutes to start arriving, then it arrived in drips and drabs and some was cold and had to be sent back. Needless-to-say, we were an unhappy table! Eventually we all received our meals and – albeit it at different times – enjoyed them… and I must say that the food was outstanding when it finally arrived warm.

When we finished eating, David came over to apologise again for all the inconvenience and brought three desserts with him for us to sample and asked if we wanted coffees and said it was on him… I thought he meant the desserts and coffees were on him (and was pleased he had made an effort to make amends). But when it came time to call for the bill, he wouldn’t let us pay for ANYTHING. We all protested saying that the meals were good (some of us were even taking doggy bags) and he had more than made up with his sincere apology and free desserts and coffees. But he wouldn’t hear of us paying, no matter how hard we tried. He said that it was the least he could do to show us that he seriously wanted us to come back and that blunders like this evening were not acceptable and usually unheard of! His attitude was outstanding. Let’s take Key Steps this week, learn from David and…

Turn angry customers into raving fans

  1. Really listen and let the customer vent (make sure you don’t get defensive or interrupt)
  2. Sincerely apologise (remember not to say, “I’m really sorry but…” excuses kill the apology)
  3. Thank the customer for bringing the problem to your attention (it’s an opportunity for you to learn)
  4. Fix the problem (make a peace offering if necessary – a free coffee or delivery goes a long way)
  5. Give the customer feedback explaining how you have resolved the problem and taken precautions to make sure it doesn’t happen again
  6. Book yourself or your team on our Captivate Your Customer workshop on 23 & 24 April 2018 and we’ll show you how you can… 

“be the difference that makes the difference