The Benefit of Owning Your Mistakes
I am a magnet when it comes to bad customer service experiences. It’s uncanny how it finds me but I could fill a book with the stories. Being an expert, therefore, in the customer service arts, I am fully qualified to speak on the subject and cough up 250 words or so, providing two key pieces of advice:
- Own the problem: Ever been bounced around from one department to another, each time with someone telling you, “I can’t help you. Please hold”? Now, whatever problem you were experiencing has been exacerbated by the fact that no one seems to care. When a client of yours has a problem with a job, do not make excuses. Don’t blame the weather, the pressman, the humidity or the ozone (long, funny story, but I did that once). Own it. Fix it. Then…
- Benefit from the mistake: Yes, your goal should be to come out better BECAUSE of the problem. Make it a mission that you demonstrate the kind of customer service that we all brag about. Everyone makes mistakes. You want to be able to say to the client, “On the rare occasion there is an issue with us, we’ll make it right.”
Mistakes can be your friend and a powerful tool for solidifying customer loyalty. Starting with, “I’m so sorry for the error” (even if you are not fully responsible), see them as an opportunity and take advantage of the problem.
Oh, and My new book, The 25 Best Print Sales Tips Ever! is now available on Amazon for print sales people and sign sales people! Click here for the link and get yours. You can learn more at The25BestSalesTipsEver.com
To talk about what I can do for your sales team in the form of a live presentation, workshop, or individual training, either call or hit this link and jump on my calendar.