My wife ordered vitamins online. The wrong order came. No, it’s not a tragedy, just one of life’s little annoyances. She has the hassle and expense of shipping it back and then waiting for the correct order to arrive.
She called the company to ask what to do.
“No problem,” she was informed. The rep explained that they company has a “one time courtesy policy” for situations like this.
My wife immediately got a 100% credit for the purchase.
No need to return the vitamins sent in error. My wife could use them, give them to someone, or throw them away.
The correct order was shipped out that day. No charge for shipping. And the 15% discount she got on the original order would be applied.
Yes indeed, no problem. In fact, a very nice experience, all things considered.
For a nominal one time cost, the company not only prevented the loss of a customer (they have to assume that an unhappy customer will leave), they made a fan. My wife will indeed use them again and, as she often does, recommend them to others.
But it wasn’t just what the company did that mattered, it was what they didn’t do.
They didn’t suggest that my wife was the one who had screwed up. (It is possible. Maybe she did click the wrong box.) They didn’t even ask. They gave her the benefit of the doubt and they did it immediately.
That’s their policy.
So, do you have a similar policy?
You know you’re going to screw up something. You’ll forget to return a call, there will be an error in your bill, or something will go wrong on a case and the client will blame you.
Law happens.
The question is, what are you going to do about it?
You need to think this through and decide in advance.
How will you handle it? How will you make it as pleasant and beneficial for the client as possible?
Take some time to consider this. Meet with your partners and staff. Brainstorm problems and solutions and make some decisions.
Then, when something does happen, you can surprise and delight your clients with your own “client courtesy policy” and keep those clients coming back and recommending you to others.
Marketing is everything we do to get and keep good clients. It’s easier when you know The Formula
