Quote taken from our ARCO calendar today.
When we hear a customer complain that their furniture arrived damaged, that we didn't have what they were looking for, that it took too long to get their product etc. What do we do?
Take a minute to really look at their complaint and find the opportunity. Do not be too quick to label or frame the customer as "a complainer" or "a whiner" or "crazy". Dig deep, hold yourself accountable and find out what we could have done to prevent this opportunity to complain or what we can do now to remedy a bad situation and improve our process for next time.
Could we have prepped and loaded the product differently on the truck, could we have provided a better selection, could we have arranged faster shipping or placed an earlier order? Really, in the end, a customer who complains is doing us a great service.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment