Screw Up to Show Off?

I'm not suggesting that you deliberately do something wrong, but one of the best ways to build relationships with your customer is to fix a problem:

No Mistakes – It Is a Goal!

One of the bottom line expectations a customer has is no mistakes. However, we must realize that this is a goal, not reality.

If we communicate well and understand what our customer wants, needs and desires, we should be on our way to flawless service.

But, there will still be mistakes. Sometimes the mistakes are our fault. Sometimes they are not, but it looks like they are. (Example: We shipped the product on time, but the overnight company failed on their end.)

At the time a mistake is made, it is an opportunity to show how good you are. Seize it as such. Don't just fix it, but give the customer a renewed confidence in wanting to do business with you.

Copyright © Shep Hyken, Shepard Presentations Shep Hyken, CSP is a professional speaker and author who works with organizations who want to build loyal relationships with their customers and employees. For more information on Shep's speaking programs, books and tapes contact (314)692-2200 or Shep@hyken.com. (www.hyken.com) Shepard Presentations, LLC 711 Old Ballas Road, Suite 215 St. Louis, MO 63141

Sphere: Related Content