Mistakes happen. Blunders occur. Oversights crop up. Sooner or later, something is going to happen that is going to disappoint a customer. Don’t worry about it. Instead, focus on what happens next. I’ve discovered that if there’s an issue with a customer – even if the issue wasn’t our fault – You can never go wrong making it right. Taking responsibility and making the customer’s comfort and satisfaction a priority, especially after something goes wrong, sends a message that they matter to you. It says that your business isn’t just about selling a product or service; it’s about solving their problem, making their life better and standing behind your business.
Empower your team members to make it right instantly. Let them know what they can and cannot do without checking with you first. Have this thought out and in place before something happens. As the owner, you should send a handwritten apology. It probably will be the first and only one that customer will ever get. Handle a blunder gracefully, because it’s an opportunity to build some of the strongest customer loyalty you can earn! Remember this, the faster you make it right the happier the customer will be. Train all your service people, and that includes salespeople, that speed is king when working with a customer who needs our help.
The saying above is currently on top of my “Do The Right Thing Bill of Rights” and on top of my website. It is also on the back of my business cards. It is part of our corporate culture in our small sales company but it guides everything we do. I am a wholesale rep, so my business is different than your store’s business. I am including this only to give you some inspiration for your store.