We learn from failure, not from success! Bram Stoker
Mistakes Good or Bad for Business? After talking with numerous business clients, one of the issues they are always concerned with is when an employee makes a mistake and how that affects their business. They are always surprised when they hear me say that the mistake in and of itself is not what affects your business in a negative way. As long as you are a competent business with a strong vision for quality, and a plan put into place for success, making a mistake every now and again is not going to hurt you in the eyes of your trusted loyal customers. Consumers understand that mistakes are a part of being human. A loyal customer, who has had a positive experience with your business until this point, or even a new customer can surprisingly understand when things do not go exactly as planned. See it as an opportunity to make the customer happy so they will talk so much about how you accommodated them, that it is positive advertisement for you. What I know that I know is a mistake can be good for business if handled the right way. Where the business leader goes wrong, is not having a plan in place for the accommodations to the customer when this occurs. Most of the time, it is not the inconvenience of the mistake at all that costs a business a customer. But rather the lack of a diligent plan that is put into place to expedite the situation and get results as quickly and painlessly as possible. How do we accomplish this? The following are 5 steps that need to be followed to insure that when a mistake happens and it will; everyone in your company knows exactly how to take care of it as quickly as possible in the most polite and convenient way for the customer.
- Make sure that you have a plan with the steps to follow to accommodate the customer to get the desired results, and all your employees know it.
- Have training sessions with employees. Make sure they understand exactly what to do and have a point of reference so they can make decisions on the spot, instead of putting the customer off.
- Create an atmosphere of solution not blame. Things happen, put steps into place to redirect to a solution and not focus on the problem.
- Offer some kind of compensation if the situation requires it. This is not the time to think about money. Once the bleeding starts, the focus is only on stopping it.
- Be polite and empathetic, make sure all employees understand this is not about winning, it is about making a customer happy which will not only keep them, but their experience can very well bring you new loyal customers & more business!
Contact me if you have any questions, Your Coach,Rose.