Tweet

Don't make your issue the customer's problem

Guest post by: Sharon Drew Morgen

Article Overview: I use the USPO to pick up items people buy from my on-line store. It’s a simple process: I push a few buttons, and the package is scheduled to be picked up at my front door in about 3 minutes or less.

Don't make your issue the customer's problem

I use the USPO to pick up items people buy from my on-line store. It’s a simple process: I push a few buttons, and the package is scheduled to be picked up at my front door in about 3 minutes or less.

Yesterday, I left the office and noticed a mailer sitting there: it was to have been picked up the day before. I had to go in that direction anyway, so stopped at the post office to ask the manager if there was going to be an ongoing problem.

Here was our conversation:

SDM: Hi. I have a question. You folks have been picking up mail at my door for quite some time now. It’s a really efficient process, and I appreciate it. But yesterday you never got there. Was there a problem? And do I need to adjust for changes?

P.O. Manager: Sorry about that. Yesterday there was a big turnover when folks retired.

SDM: What? I don’t understand what that means to me.

POM: That means some of the new guys don’t know the customers.

SDM: What, exactly, does that have to do with me? I scheduled the pick up.

POM: People are allowed to retire, you know.

SDM: What?????

POM: Retire? People retire! Don’t you get it? The new folks didn’t know what they were supposed to do.

SDM: But I filled out the form online, scheduled the pickup and here is my confirmation.

POM: I know, but maybe they didn’t know. They were new. You’ve got to make some allowances for new people. It’s not their fault.

That was a real conversation.

How often do we have internal problems and not take the responsibility of making it right for our customers? You make promises to your clients. Regardless of your issues on the back end, they are promises. Keep them. And your clients won’t mind when you make a mistake; they will mind when you don’t communicate.

PS: The same problem happened today (one week later) and a package was at my door for days. I went in to the PO, met with the same woman, and her response was totally, totally changed.

POM: Hi. Oh. You’re back! I’m SO sorry you continue having this problem! This isn’t right! You’re one of our good customers. There must be a glitch in the system! Let me fix that for you! Give me your details and I’ll look up on our system what the problem might be, and I’ll call you to let you know what happened and how we’re fixing it for you. And here is my cell number in case there is a next time. That way you can track me down and I’ll take care of it from my end. We’ll get this fixed! I’m SO sorry! And thanks for your patience!

Obviously the woman had had a customer service course in the last week :) Good for her.

Related Articles
  What is the best way to develop my sales skills?
  How can you make more of your customers open your emails?
  Profitable Online Business Ideas and the Recession Part 2
  Contribution
  More crazy customers!
  Know your magic numbers
  Get better results from email newsletters and promotional emails
  Can you afford to make your email marketing more targeted? Can you afford not to?
  Social Networking or Social Distraction
  STFU! Then Make Money...
  Old Gus and his pump
  Are you Hard, Scrambled or Soft?
  Can you use webmail for email marketing?
  How to generate referrals
  Spam: You probably hate it but can you define it?
  Are You a Problem Solver or a Problem Blamer?
  Hacking Facebook Password with the help of free hacker tools for everyone
  How do I find a passionate and purposeful mentor?
  Is the Government of Canada's Shared Services Strategy a Threat to Small Business (Survey Result 2)
  Are you a Star?

Article Tags: customer service, sales, usps



Related Forum Posts
How to Qualify? - Thanks for the reply. Unfortunately I don't have any equity(house). This is my biggest problem. Now how do I go around the 'net worth' issue? I can get by the liquid asset since I probably can make some loan from family and friends. Net worth is my biggest roadblock since I have nothing close to that amount. So my question is, can I try to get a bank loan to 'work around' that problem? thank you.
How to Qualify? - Thanks for the reply. Unfortunately I don't have any equity(house). This is my biggest problem. Now how do I go around the 'net worth' issue? I can get by the liquid asset since I probably can make some loan from family and friends. Net worth is my biggest roadblock since I have nothing close to that amount. So my question is, can I try to get a bank loan to 'work around' that problem?
How to Qualify for franchising? - Thanks for the reply. Unfortunately I don't have any equity(house). This is my biggest problem. Now how do I go around the 'net worth' issue? I can get by the liquid asset since I probably can make some loan from family and friends. Net worth is my biggest roadblock since I have nothing close to that amount. So my question is, can I try to get a bank loan to 'work around' that problem? Thank you.
Building an Advisory Board - Steps 5 & 6 - hello Again! I am happy so many of you are interested in this thread. It is a great idea to build an advisory board and one that I know will generate many results for you. Step 5 & 6 are quite frankly housekeeping issues, but they are important. 5) Get the most out of your advisory board meetings. Prepare meetings well in advance. Set an annual calendar and make sure everyone is committed to being there. Chose a site that is comfortable and free of distractions as well as has the amenities you need. We once held a meeting at my house, which was a nightmare with dogs, and cats wandering around, the phone constantly ringing and my husband and son showing up early. Never again! Set an agenda with careful thought, get input on it and send any materials out well in advance of the meeting. You dont want your advisors reading stuff at the meeting. Meetings should be for good discussion, idea generation and action planning. Follow up the meeting with minutes and/or a formal action plan. Dont be married to your clock but also make sure you run the meeting effectively and dont abuse people's time. If you say meetings end at 8pm - make sure you are on time. If you think you are going to run over, get everyone to agree to that in advance. (even if its 7:30 you could say, I think we need to spend more time on this tonight. does anyone have an issue with staying past our 8pm time for tonight?? if you have step 6 working good - you'll get honest feedback) 6) Ask for Honesty. while honesty to me, should not be something you have to ask for, in some cases it pays to be really really clear about what honesty means to you and to the others in your group. you have to allow everyone to express their thoughts and ideas, openly and frankly. this is no time to take things you dont like personally. I like to ask my board members what their mistakes on a certain topic were. It helps me learn from them and not have to face it the hard way on my own. If you foster open communication and honest feedback, focussing on problem solving and resolutions (not defending the mistake etc.) you will get further ahead than you even dream possible. Remove the EGO's from the room if you can. And always remember, the board came together because they believe in you, your business and your integrity. Capitalize on it!
PMs Stuck in Outbox?? - Hi Evan and Kevin, I don't think my PMs are getting through. They get stuck in the outbox. I have just cleared my sent msgs box so hope that resolves the issue. Or are other people having the same problem? Thanks, David H


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

What Type of Business Should I Start?

Avoid Burnout: Do the Limbo Regularly

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.