My unbelievably exquisite, lovely, and beautiful wife (she may be reading this) came home from work yesterday and was bubbling over with excitement.
I first thought she was just excited to see me after a long day, but in her hand she held a 5 berry milkshake that was ¾ of the way empty and I immediateley identified that as the source of her good mood.
“What’s up?” I ask, “Why so cheery?”
“Not much”, she says all perky like, “Just enjoying my FREE 5 berry milkshake is all"
It was completely obvious she was not only enjoying her sweet delight, but couldn’t wait to tell me about the fact that it was free.
“Free…how’d you manage that?”
They Messed Up My Salad - It Was Great!
And from there she launches into a story about how she went to a local burger chain for lunch, and they totally screwed up her salad order, had to remake it, and it took an extra 10 minutes before she got her food.
The story doesn’t end there. Recognizing they maybe needed to do some service recovery with my wife, they gave her a $10 coupon for her troubles, and the salad was free (notice the free salad didn’t carry the same weight with her as the free milkshake).
So with her new found riches she had stopped off and got a milkshake on the way home, thus the good mood.
She had been telling everyone she knew, myself, the people at work, probably even the gas station attendant about her “good fortune”.
In her mind, the burger joint that completely botched her salad and cost her 10 minutes out of her day, walked on water and could do no wrong, and she was even recommending them to anyone who’d listen.
What’s Can We Learn
I think this story is a good illustration of the power righting a wrong. Had my wife’s salad been perfectly made I don’t know that she’d be extolling the virtues of this place as much as when they needed to do some service recovery.
It’s almost as if she was happier that they screwed up, and made it right, than if they had of done it right the first time! They turned their mistake into a positive “word of mouth” worthy event.
How to Apply This to Your Business
1. You have to be doing things right most of the time for this to work.
2. Correct all wrongs immediately, and take ownership of them (the wrong salad could have been blamed on the new cook, but instead the establishment took responsibility and didn’t place blame)
3. Sometimes, take responsibility for miniscule mistakes. Once, Starbucks gave me a free drink because it took them 1 minute to make my mocha instead of 30 seconds. This reinforces in your customers mind your high standards, and service expectations.
Why It Works
1. You’re taking ownership, and in the customers mind acknowledging they did not get something from you they should have. Too often businesses try to sweep mistakes under the rug, fearing customers will be upset, only to upset customers more by skirting the issue.
2. You give your customer a reason to come back and try you out again. Once they see you normally get it right, you’ll have won them over. They’ll know it’s a rare occurrence you aren’t perfect.
3. You give them something very easy to talk about. They’ll be singing your praises for righting a wrong, just like my wife did. And a good story like that spreads.
Try it with your own business. The next time you don’t meet a customers expectations, do some service recovery. Or better yet, use the Starbuck’s method once in a while to reinforce your extremely high standards for quality and service. See if you can get them to talk about how great you are for screwing up!
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{ 8 comments… read them below or add one }
Indeed. The beauty of everyday business done right.
Each client is a “situation” if I may, therefore requires
unique attention, rather it be before the sale, during or after.
Real estate has taught me to make decision based on the situation and not the client or reward, all though that could be
challenging.
btw, good observation*
– just sayin’
*(notice the free salad didn’t carry the same weight with her as the free milkshake).
Great true story. It just goes to show you how it can really pay to go above and beyond for a customer. They remember that stuff.
@Luke
LOL, yeah the free salad was not nearly as brag worthy!
Matt
@Jon
Exactly, and really it’s not that hard to do…sometimes it’s the little things they will remember the most.
Matt
You need to make sure that your clients are happy. Even if it means giving away free stuff. Afterwards he’ll think (and tell all of his friends) “this place is awesome! If the do anything wrong I’ll get even better service than I’m paying for”. This should be a basic rule in business.
Great story, sweet
Unfortunately it’s rare businesses act like that, I don’t see it often. If they mess up, they will re-do and give you the correct order, but no compensation.
Or maybe it’s because I’m not a girl
@Gry
Exactly, you giving your customer a reason to believe in you, and trust that if something goes wrong you’ll fix it.
Matt
@Klaus
I agree, service recovery is something that businesses need to do a better job of.
Hadn’t thought about the male/female aspect of it. Maybe my wife and I should sit down and compare notes on the times a business has done something like this for us. Wonder who would have more? Probably her, but she’s a much tougher customer too
Appreciate your comment,
Matt