Romy Taormina

Psi Bands - Nausea Relief Chief/Co-Founder
Pacific Grove, CA
http://www.psibands.com

    Customer Service – Down the drain, or not?

    August 26, 2009

    I went to a nationally recognized chain this morning after seeing a yummy looking picture of a latte in their store window. I purchased the latte, but it was so hot that I could not drink it for awhile. By the time it cooled down, I was in front of my computer about to jump into work. I took the first sip and it was yuk! The milk had fermented. I got back in my car and went to get a replacement. The replacement was less hot but it still didn’t taste great. I won’t be going back to this place for a latte, but I still will frequent this establishment because my kids enjoy it and because I was treated with fairness when given the replacement.

    It happens. No one is perfect. Things go awry. But, when they do, please accept responsibility and then make it as right as possible (note: I said “as possible”).

    I listened to Angela’s vlog this morning on stress – and was specifically intrigued by her second point: “be impeccable with your 50% in relationships - you are solely responsible for your 50% and nothing more.

    I think this lesson can be applied to how we respond to customer service – when someone is not completely happy with their purchase.

     

    As the business owner, it doesn’t mean we have to bend over backwards to make something right in the other person’s book and negate what we feel is fair. Listen to your customers, for certain (even when they share something negative, there is value in what they are saying), but keep in mind that you are running a business and not giving it away. It means being responsible for our 50%. We can not please 100% of people 100% of the time.

    As the customer, it doesn’t mean we will be completely satisfied with the outcome. I am off to dump my latte down the drain. It really doesn’t taste good. But, I am ok with that because I feel that I took action (my 50%) by returning to the establishment and requesting and receiving a replacement.  Beyond that, I can not change how this latte tastes. So, back to Angela’s blog, it simply is just not worth stressing out over. 

    P.S. One of Psi Bands' goals is to land another major retailer account (more than 5K stores).

    Read Romy's other blog entries >

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