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Merry Whatever...
Darkly funny post at OnlyOnce that describes his company's experience buying corporate gifts for their clients at the holidays. I'm laughing at his description of how one vendor arbitrarily chose to change his order and the possible discussion at the vendor to reach this discussion. Buying corporate gifts at the holidays is always tricky, given everyone's sensitivities. But then to have a retailer randomly decide that...um we think your clients will like this better. We're so confident of our decision we're not even going to check with you before we send it. Funny. Sad. I can imagine us being busy and turing a customer's request from a flat-rate service into a per-minute service...just 'cause...just 'cause we were busy or we think this is a better fit. NOT. Not at all. Let's assume we did, by mistake. We would be all OVER that situation, including me calling them and offering them the sky if they needed it to make it right. It's happened. We've made a mistake on an account. I've had to do that. And the customer remains loyal and they politely declined when I offered them the sky to make it right. Customers never take advantage of you when you're honest in admitting a mistake. Life happens. So does telecom and technology. All you have to do is be quick about taking responsibility, be honest, acknowledge the pain you created and let THEM, the customer, decide what THEY, the customer, need to make it right. There aren't too many absolutes in life. But as time goes on I recognize we'll make a mistake again, maybe already have as I'm typing. I'll have to do this, make this call. It's part of the job. I may even be the one to make the mistake that requires me to make this call. Honestly, I hate having to make them. On the other hand, there's nothing like honesty to build loyalty. (But there are better ways to build it...thankfully. )