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A Bad Customer Experience Can Switch to Plus Business

By Eugene Peterson

Are you aware that if a client or customer has a bad experience with you – you can turn it into future business if you can approach the problem in the right way? This lesson was reinforced to me recently.  I had the unpleasant experience of discovering a dirty tub just as I was about to shower in my hotel room. And like 94 to 96 percent of your clients that have bad experiences, I simply walked away without reporting the problem, never to stay at this hotel again.  My perception of the hotel changed during the week – and here is why.
1. They sent out a survey that got me to tell them the problem.
2. They read the submitted survey and took action to change my lemons into lemonade.
3. They made personal contact and apologized.
4. They offered no excuses and simply asked to make the situation right. If I wanted to argue with them, I could not – there plainly was nothing to argue about.
5. They valued and appreciated my business.
6. The manager took personal responsibility to correct the problem and assured me that he would personally inspect my room when I next stayed at this property.
7. They invited me back – and offered an incentive to do so.  For this approach to work, you must recognize that when someone complains to you or points out a problem, they are giving you a second chance.  And if you can stand tall when the wind is blowing the hardest, and avoid seeing it as a personal attack, you will be able to create a customer who will become an asset, instead of a liability.