How Do You Take Care of Your Clients (and Mistakes)
How do you go above and beyond to care for your clients?
What can you do to have someone laughing and sincerely thanking you while they hand you money?
When do you have the opportunities to turn prospects and clients into dedicated and repeat buyers?
Here is a great example of a company that went above and beyond to correct a mistake they had made AND had me smiling and thanking them when I left their store.
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You know when you have so much going on that you can barely make it to the store to buy groceries? I was having one of those weeks and decided to take advantage of a local grocery store’s (Farm Fresh) service to do your grocery shopping.
I ordered at night, set my pick up for 11 AM the next day, and went to bed. The next morning, all I had to do was walk in, pay, and put the groceries in my car. Or so I thought.
I walked in, and they clearly hadn’t even started the order. The woman at the register called the manager, and I said I’d be close by. I was trying to decide what to do if the groceries really weren’t ready because I needed to pick up my kids, and I didn’t think I had time to shop and get to my kids on time. However, I needed the groceries before I would have another chance to get to the grocery store….hmmmmmm. I was bugged-here’s this “great” service, and all it had done was screw up my schedule!
Over walks the manager, and-trying not to assume anything-I say, “Hi, how are you doing?” He replies, “I’d be better if your groceries were shopped. I’m really sorry they haven’t done it yet. I could explain what happened, but nothing really makes it acceptable. So instead, I’ve got two people out shopping for you right now, and they’ll be done in less than 10 minutes. I know that’s not what you expected, and it doesn’t make it all right, but we’ll get it taken care of as quickly as possible. And for your inconvenience, here is a $25 gift card for your groceries. Will this work?”
What was I supposed to say!?! He was kind, understanding, didn’t make excuses, already had a solution in place, and offered something to me. I was a bit concerned about the time, and, probably, wanted to verbalize my initial frustration, so I said, “thanks, but I’m concerned I won’t get to my kids in time.” He quickly offered to deliver the groceries to my house! I let him know that we live over an hour away, so that probably wasn’t a good option for him, but that his first offer was appreciated. I’d look for something I didn’t put on the list and be up in the front in ten minutes.
When I got up front, two women started jumping up and down because they were so happy. They said, “Oh yeah! Our goal was to beat you to the register, and we did it! You’re all set-we’ve run everything through, we just need your payment.” They asked if I needed anything else-”fill your gas tank, a back rub…” I laughed and said to, “Watch what you offer, I’d always take a back rub!” The woman ran over and started rubbing my shoulders!!
I left the store laughing with them and sincerely thanking the manager for how he handled the whole situation and for the attitude of his staff. Who’d have guessed that ten minutes earlier, I was debating about how to “handle” their incompetencies?!! Do you think I’ll shop there again? Do you want to shop there, too? This is what happens with great customer care.
I realize that we try to avoid negative situations with our clients. However, I share this story as an example of how really GREAT customer service and going above and beyond can truly change a client relationship.
How do you go above and beyond to care for your clients? Please post your comments below.
Be Free!
Leah Simpson
Instructor
i love how everyone makes ‘mistakes’ and that when it happens it never needs to be defended or justified… just handled.
thanks to you – and your store manager for creating such a wonderful story.
Comment by eric — August 13, 2009 @ 9:00 am
that is a great story, I will be writing additional thank you cards to my clients.
Comment by Alan Mong — August 13, 2009 @ 9:29 am
I love this story Leah. Thanks for sharing.
It relates a great deal about the integrity of a business and it’s employees desire to serve.
Listen for what your clients are asking for, and then deliver.
Comment by Nick Wodka — August 13, 2009 @ 10:49 am
Yes, I was talking to another client about this yesterday–they process over 1,000 eyeglass lenses a day. She said, “There are bound to be mistakes–2 or 3 a day (that’s pretty good, isn’t it?!?)–it’s just how we handle them that makes all the difference. It’s ok to make a mistake, just don’t make the same mistake over and over, because that’s a habit!” Interesting. I’ve heard that before somewhere
.
Comment by Leah Simpson — August 13, 2009 @ 11:43 am
While listening to what clients are asking for and delivering, I’ve found it’s just as important to offer things they’re NOT asking for. Your grocer did just that. Instead of saying “that’s a technical question and not my department” I make the effort to answer client questions and do so cheerfully. We both benefit because they feel taken care of and I just might learn something new (especially if it takes research). This applies to internal clients as well.
Volunteering to do something unexpected within your reach that makes each client’s day easier/better/smoother shows respect and maintains great relationships. It feels good, too.
Comment by Jodi B — August 20, 2009 @ 3:57 pm
Hey Leah, This is a great story incorporating how we’d all like to see our mistakes handled. I’ve worked for two companies who’ve preached this kind of service, however the service they actually offered wasn’t nearly the “WOW” service you describe. In the past two companies, the managers were preaching this, however they weren’t actually doing it.\
In your story I believe this all started with the manager taking ownership of the situation and directing/motivating his team to execute on the strategy he put together. Without that, the customer doesn’t get that experience.
In the position I’m in at my company now, I have the opportunity to train our teams along those lines. Thanks for the great example.
Comment by Micah Lauret — June 21, 2010 @ 12:23 pm
You’re welcome!
Comment by Leah — June 24, 2010 @ 2:04 pm
Hi Leah,
Love the story but have to say it’s Eric’s line that I’ll be using!
i love how everyone makes ‘mistakes’ and that when it happens it never needs to be defended or justified… just handled.
Thanks
Comment by Sarah — October 5, 2011 @ 3:15 am