A staggering number of companies don’t take responsibility for problems.
In fact, in a recent survey, 23% of customers said the COMPANY blamed them for the problem.
Complainers stated that employees make no effort to be responsible or solve problems themselves.
In many instances, the employee just passed the buck to the next shift or up to the manager.
More often than not, some iteration of the phrase “It’s not our policy” was spewed at the unsuspecting guest.
On more than one occasion, the company representative actually said “There is nothing wrong with our product. You just don’t know how to use it.”
Last year, I bought a new freezer. It seems to freeze everything except my ice cream. It never gets hard.
The first repair man said it was plenty cold, even as I showed him the mushy ice cream. The second repairman told me to keep the ice cream in the back of the freezer “where the cold comes out”.
What the Donald Duck?!
Where in the manual does it say to keep ice cream in the back? (It doesn’t).
There is a HUGE disconnect between companies and customers. In another survey:
80% of companies say they give great service
Except their customers feel differently… Only 8% said that the company provided great service.
So how does a company recover from providing rotten service to a guest?
They must have a system for identifying, resolving and preventing problems from happening.
They must empower their front line employees to solve a clients’ issue, and not pass the buck.
In March’s Mouster Class I will be revealing my system for profitable service recovery.
Discover the true cost of a poor client experience. Not just your cost, but that of your customer.
In this 7 step system, you will design your own service recovery system that you can share with your team to ensure you never lose a client or patient due to a poor experience (your or someone else’s)
Heck, this system will pay for itself 10x if you save just one client from defecting and leaving you.
https://www.deliverservicenow.com/invitation-to-become-a-dsni-inner-circle-cast-member/
But don’t dilly dally, this months Mouster Class goes into the DSNi vault at midnight on 2/28/21.
