That is a crazy title isn’t it?
I know….it’s human nature that we do not like to hear anything negative about our businesses but I would like to share a story that occurred in our business recently in the hopes that it will create awareness that when we are not pleased with the service or experience we encounter we should speak up.
We dropped the ball, no excuses or reasons to attempt to justify it. There are a couple of key steps that we routinely take each and every day to ensure that our customers receive excellent service…well a couple were missed and the outcome was a customer that did not receive the level of service that they had come to expect. No one in our organization was aware of the problem….until…the client reached out to let me know the situation and that they were not happy with the level of service. No major deadline was missed nor did this cause a great deal of inconvenience to the client, but as I was speaking with the client I became very aware of how appreciative I was that they took the time to call and let me know giving me a chance to apologize for our missteps and then be able to discuss this valuable feedback with our staff. Now, I don’t receive these calls often, however I could very easily have taken the defensive approach or not want to fully accept that we failed to do what we always strive to do so well.
Instead, I pondered all those that receive poor service and never say anything choosing to take their business elsewhere. How does this help us get better? How does this keep our standards higher…it doesn’t.
The next time you receive less than desirable service, especially for those in small business, I encourage you to reach out to the ownership or management staff and share your feelings with them. If they don’t react the way I did then shame on them and find a another place to award your business. Once again, I thank this customer for bringing their concerns forward and giving me the opportunity to make it right. We all want to be the best company we can be, don’t be afraid to let people know when they dropped the ball. You may not realize the favor your doing for them in the long run.
“Your most unhappy customers are your greatest source of learning.”