Today, I’d like to use a recent bad customer service experience to illustrate a couple of key points about client service:
Listening to your clients may enable you to get at the root of the issue, and find a way to resolve it.
Sometimes you can resolve an issue in a way that will strengthen and secure the client relationship, even if the client doesn’t get what they want.
Making every effort to solve an issue, even if you can’t achieve the desired result, is sometimes sufficient to please the client.
Last year, I had the opportunity to use a dress rental company for a gala event. Everything about the rental and the return process went flawlessly, and I was so happy with the results, that I shared the experience with a number of people, especially anyone who complimented me on the dress that evening, and when they saw photos. I was sure I would rent from them again and many years into the future.
Fast forward to this year, when I wanted to rent another dress – I found the perfect one, and placed the order, only to realize that due to my travel plans (this time I’d be traveling out of the country) and a holiday weekend, I’d need an extension. According to the site, I could extend the rental by a day or two as long as the dress wasn’t already booked for another rental.
Read more: http://www.zenlegalnetworking.com/2017/06/turning-bad-experiences-into-good-client-service/
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