This wasn’t the planned blog subject matter but it has been such an experience that I felt compelled to capture the learnings.
How can some organisations get it so right while others get it so wrong?
Looking after customers or clients , whatever your terminology, with care, effective communication and the personal touch throughout the entire journey is vitally important. I have had two experiences in the matter of weeks which were as contrasting as black and white.
The first experience started well or so I thought with me signing up for a service that appeared to be offering a timely and cost effective solution to my problem (the old saying if it seems too good to be true it probably is now comes to mind). The first problems started to occur when I discovered the timelines of the service provision were very different in actual terms than the one that was originally offered. In hindsight this should have been a warning sign however I proceeded and agreed to a delayed appointment time. The first appointment was conducted but a solution wasn’t fully available at that point so a second visit was required. This is when the problem started as on numerous occasions the second appointment was cancelled, rearranged, not communicated which resulted in time off and loss of earnings by me (the customer) After an official complaint which wasn’t followed up correctly I eventually cancelled the contract and was back where I started 2 months ago.
The second experience couldn’t have been more different with clear expectations, loads of communication, appointments that were kept, problems resolved and a solution in place within an acceptable timescale.
In the theory of customer care training which we deliver as an organisation there is always a chance of “recovery” – taking some action to recover the situation and leave the customer less dissatisfied. To date the first organisation has not taken this route, even after an official complaint and a withdrawal of the contract no one has got in touch to either apologise or offer compensation for inconvenience caused.
If you are responsible for delivering products or services at least learn where the problems are within the system of processes otherwise customers talk and share their experiences good and bad. It’s ok if customers are happy and recommending your services however if they are in the other camp they could be putting potential future customers off and they will look elsewhere. Customer cancellations should always be followed up to find out if “things could have been done differently” and if so extra training or process changes might be required so that the same doesn’t happen again.
Sandra works as a coach and trainer for both businesses and private clients. More information regarding coaching can be found at www.sandrawebbercoaching.com. She has also published a book Own It – regain control and live life on your terms available from Amazon http://amzn.to/2m3l8Vl