Some time ago I wrote an entry about lessons to be learned from Air Canada. Air Canada has a capability to be very exasperating to Canadian travellers and has a reputation among frequent travellers for less than stellar customer service. Of course the options in Canada are often limited!
Over the past year I have had dealings with a supplier that have left me speechless, and that is a significant feat! This is a company that over promises and under delivers … consistently! This is a company that truly believes in treating its clients consistently … badly! This is a company that makes every mistake in the book … and still they are in business.
Here are some lessons from a company that makes Air Canada look like gods …
1. Communicate with your clients.
2. Set expectations and meet those expectations.
3. When something goes wrong … communicate with the client.
4. If the client calls you … return the call.
5. If your client is upset say “sorry”.
6. If the client needs you to do something, at the very least … communicate with the client.
7. If the client’s CEO calls your CEO, make sure your CEO does not ignore the client!
8. If your company direction changes and negatively impacts a client … communicate with that client.
9. If you are on a conference call with the client do not cut them off every time they try to speak … communication with a client means listening as well as talking.
10. When the client finally gives up on your company ask them why … I’m sure they will communicate back!