How do I handle mistakes?
We all make mistakes.
But in the age of global 2 way communication, and instant online feedback and sharing, they can be hyper dangerous – just ask Gerald Ratner if you want proof!
So, in this hyper connected age, it’s vital (not important, vital) to have a key set of simple principles to follow, when they occur: and of course, the flip side of all this is that in this hyper connected age, if you get it right, then mistakes well handled can be a massive boost to your reputation and business.
Want to see it done well: have a look at what M&S did when they ‘boobed’.
Before we go into the rules, we must point out that the rules are based on 4 (common sense) principles, that every customer is looking for:
- We genuinely care
- We consider the customer’s real needs above all else
- We focus on continual small changes
- We value feedback and act on it
So, here are some rules:
- Actively LOOK for boobs: most customers won’t tell you openly (they’ll tell their friends)
- See boobs as opportunities to excel, not something to be frightened of
- When you find one, apologise immediately (it doesn’t matter whose fault it was)
- Ask the customer for their thoughts and opinions empathically
- Reflect and agree small actions together
- Thank the customer genuinely for bringing this to your attention (if they hadn’t, the world would know about it via social media, but you wouldn’t)
- Take the actions
- Thank the customer again
- Check the customer’s happy
- Take a small action to change processes so the boob can’t be repeated
OK: rocket science it ain’t, but also common practice it ain’t. And this is the No 1 cause for problems in reputation and customer loyalty in organisations. Most boobs are small, but all boobs matter to customers.
The answer is actually quite easy:
- Embed the principles in your Organisation (this has to be GENUINE or it’s nothing)
- Continually train the actions
Then, and only then, boobs will become massive opportunities.
‘Sales through Service’ is a proven and powerful set of systems to boost sales whilst also enhancing the customer experience – to receive a free ebook ‘The 7 Deadly Sins of Sales’, please email firstname.lastname@example.org or visit http://www.salesthroughservice.com/free-sales-resources/