We’ve all heard that.
Have probably preached it to our customer service reps at least once, too.
There is a prevailing trend away from that mentality, as companies operate more “lean and mean,” and I suppose figure they can make up in volume what they lose here and there from a few occasional dissatisfied customers.
There has also been a different attitude about customer service emerge as more entrepreneurial immigrants begin to filter into the business matrix. I’m not picking on foreigners, either. There’s just a difference in the way other cultures perceive trade and commerce, and the ways of jawboning for deals are conducted very differently.
Earlier this week I mentioned frustration with Massage Envy.
Some of you wrote back to either commiserate or to tell me to get a grip and look on the bright side.
Both points well taken.
However, there is a “rest of the story” you should know.
The manager of the Massage Envy never did call me back. All of his staff and assistant managers were terrific, however. Problem was, he wouldn’t call THEM back, either.
So I visited the location where I’d first purchased the gift of a year’s worth of massages for my bride. Nothing like a disgruntled consumer walking in the front door to grab your attention.
On duty was Assistant Manager Jessica Connors, who one day (hopefully sooner than later) will make an excellent store manager for the company.
She was kind, gracious, understanding, and more than a little perplexed that it was taking so long to reach a satisfactory conclusion to the problem. She issued a gift certificate for a complimentary session to replace the session the Manager had penalized my bride for her missed appointment.
Sometimes the customer is right, even when things are wrong.
Sometimes all you have to do is stop and listen to what’s being said.
Sometimes you have to show up in person to get satisfaction.
Jessica Connors “gets it” because at the end of the day, if a customer walks away unhappy, everyone loses.