You have a presentation or a meeting with a client to deliver some goods. You plan accordingly with plenty of time to be prepared. On the evening before your delivery/presentation you realize you can’t deliver. (Well maybe.)
Been there? We all have.
When I stumbled upon Best Value Copy a few years ago I not only found them to be the “best value” I also found their service to be the best of any printer I had worked with in the past. What I most love is that in many cases if I upload a print job to their website in the morning there is a pretty good chance my job will be shipped that day. And since I live in the same shipping zone I get it the next day. Worst case it takes two days from upload to receipt.
Well my favorite printing service failed me this time. For starters I received someone else’s job – and I guess they got mine? Damn, someone just got a whole bunch of the Recess At Work Training Systems. I got a catalog for industrial filtration systems! Woo-Hoo!!
A quick call that evening involved an apology and a promise the job would be reprinted and shipped the next day. That was Tuesday evening. Yesterday the UPS man did not show up. A quick call this morning unveiled that my job was not shipped on Wednesday, but it was shipped yesterday. No good. I needed some of these documents this morning before I left the office.
And now for the Best and Most Valuable Part:
No excuses were made by Best Value. They screwed up. They accepted responsibility. They apologized several times. They are refunding my money; not because I can’t use the products; but I just had to go to Staples where it costs significantly more just to produce one; let alone several.
All I could say was “I still love you guys. I understand mistakes happen. I’ll be in touch with more work soon.” And in the words of everyone’s famous Terminator……..”I’ll be back!”
This is how employees should treat every customer when an error is made. No hassles. What can we do over the top to keep your loyalty. Clearly someone has told these employees to do what you have to do to exhibit excellent customer service. The gentleman was still apologizing as I hung up the phone. I was smiling as I was copying my document to a flash drive to speed over to Staples.
What are your employees doing or saying when your company screws up?
I’ll live. They haven’t lost my business. They did all the right things.