Customer Service Recovery Affects Future Sales
by Kate Nasser |
Customer Service Recovery, that chance to correct a mistake and make things right with your customer, can build stronger bonds and affects future sales. Most would agree that getting things right the first time for customers is always the best. Yet, mistakes do happen. How you recover for the customer can build stronger bonds with them and affect their future buying decisions!
Are you skeptical? A VP of Operations in a large corporation told me that the organization selects vendors based on how well they recover from mistakes. They call the vendor’s references and keep digging until they find this information.
His point about customer service recovery:
“Mistakes will happen. It’s inevitable. I need to know if they hold themselves accountable, step up to the plate, apologize, and quickly correct the mistakes or assist us in correcting the mistakes. For us to trust a vendor, we must be able to rely on them in good times and bad!”
A recent experience with a limo driver that I have used for two years reminded me of this. He was to pick me up last Thursday morning and take me to the airport. My email to him requested that he pick me up at 9:50 am. 9:50 came and went and so did 9:55. I called and asked him where he was. He replied, I am picking you up at 10:50 today. I thought, “Oh NO! Could I have typed it wrong?” I didn’t have time to wait for him to come so I drove to the airport. Later that day, he sent me an email admitting that he blew it. He apologized fully for the mistake and indicated how this would be avoided in the future.
Why do customers and leaders use customer service recovery as a basis for future buying decisions?
- No matter how often you claim you are reliable and accountable, the proof is in the moment of truth.
- When you do customer service recovery well, you show the customer just how much you care about them and their business.
- If you improve your service from what you have learned, you show your company to be a vibrant learning organization that may well last the test of time and global changes. This is worth trusting and leaders buy from these types of organizations.
Is it possible to lose business over your mistakes even with good customer service recovery? Yes if the impact of the mistake is so grave that the bond of trust is irretrievably broken. Yet there are many situations where this is not the case. Instead what causes the customer to leave is poor service recovery: no accountability, no apology, no correction.
How well do you and your organization do customer service recovery? If you are the leader, dig for this information! Your potential customers are.
What obstacles to delivering great service recovery does your organization face?
Kate Nasser, The People-Skills Coach, delivers transformational workshops, keynotes, webinars, and training DVDs on Delivering the Ultimate Customer Experience. This is her 21st year in business and she continues to deliver new insights each year. See this site for course outlines https://katenasser.com/workshops.