Sometimes You Wonder What They Are Thinking!!
If you read my last post, you are well aware of the problems I had trying to pick up a car from a dealer called Security Dodge. Well, let’s look at what transpired since and let’s look at it from another perspective.
Usually when a business realizes that it has caused a problem, or problems, for a customer, they will take extraordinary measure to insure that the rest of the process goes smoothly. makes sense doesnt it? If you hurt a customer before, you would want to make as sure as you can that it does not happen again. this way you could start rebuilding the relationship, not risk blowing it to smithereens!
Yeah, you would think that. But evidently those folks at Security Dodge don’t use a rational thought process!
You see, I made another appointment the next morning for 5 O’clock that afternoon with the same guy who failed to return any of my calls in the time promised. And when I came into the dealership at 5 o’clock, he was nowhere to be found! He made me sit and wait for 20 minutes because he went somewhere else! Even when he knew I was coming!
Enough about Security Dodge and let’s move on to sound Customer Service philosophy.
Mistakes do happen no matter how many processes you put in place and no matter how many safeguards are used. Something will always finds it’s way to the “dark side” every so often. It is how we handle these situations that make all the difference in the world.
When mistakes do happen, and customers are inconvenienced or otherwise effected, it is critical that you do not compound the problem but allowing other things to go wrong afterwards. As we said, that is just common sense.
So the next time something goes wrong, take the opportuntiyt to step up and show your customers that mistakes bother you and that you care about them. Turn the situationinto an opportuntiy and not a situation where something else is allowed to make matters worse.
The Customer Service Training Institute
http://www.infowhse.com
