I checked out the latest “Kit Grant” newsletter and his topic is very similar to mine from yesterday. His banking experience was one of those “forgettable experiences” but it appears his bank actually does know a thing or two about customer service. The following is from Kit’s newsletter … visit his website to subscribe!
“It’s not what happens to you that is as important as what you do about it.” W. Mitchell. Stuff happens! Right? How you respond is really what matters, whether what happens is good or bad.
No one guaranteed things would always work out for the best, but we always have the choice to make the best of those things. When something goes wrong, we can choose to blame someone else or circumstances beyond our control, we can take personal responsibility and then implement corrective actions, or we can sit and moan about how bad things are and whine about “Why does this always happen to me?”
In my last newsletter, I outlined a problem situation with my bank and it seems I am not alone. More of you responded to that piece than ever before, many of you outlining similar or worse experiences. As indicated, I took action PLUS I published it in this newsletter, an option many of you do not have. Well, it seems people actually read this newsletter. I had a call from a senior officer with the bank and we had a great 40 minute telephone conversation. He did not try to hide mistakes that had been made nor make any excuses. He took responsibility and we’re going to be talking more in the future. Notice that he nor anyone else had their legal department threaten me should I continue to talk about my bad experience. Making the choice to take the “high ground” was a breath of fresh air in these days of lower standard service delivery. I even had another employee from the same bank but from a different unrelated department in another part of the country write me a note apologizing for the experience and offering assistance in “getting it right” for me with their bank in the future. WOW! … someone who cares enough and likes his job and employer enough to write that note is the kind of employee all of us should be lucky enough to have!!
So how do you handle customer concerns? Remember, when someone has a legitimate complaint, it’s not necessarily a bad thing. It provides you with a great opportunity to get better.
By the way, when something good happens (like the phone call to me from the senior manager or the note from the concerned employee), celebrate it and make it known. Too often we concentrate only on what’s wrong and just gloss over what’s right. Make today the day you find someone on your staff doing something good and recognize it. Many people go to work every day and would never be spoken to at all unless they did something wrong! I’d rather reinforce what’s right.