No Cream Cheese for youMar 25, 2020
It was early on a Saturday morning and I had a long day ahead of me as I went to move some things to storage. I stopped to grab a quick bite at a bagel store that was conveniently along the way.
As a consumers, it's important that when an issue like this happens we don't dismiss it and say "it's no big deal"; "It's only a bagel" or "it's only a couple of bucks".
You definitely need to take the time to let the business owner understand that there's an issue. The only way they're going to know, or be able to do something about it, is if you give them the feedback. So I did exactly that. I turned back around even though it was an inconvenient ten minute ride back to the location.
I walked in the door and went to the owner and told her I had an issue with my order. I had ordered one bagel with lox and cream cheese and another bagel with just cream cheese. With a very stern voice she tells me, "That's not what you said when placing the order". "You didn't want cream cheese at all on the second bagel".
You definitely don't want to make this mistake. Regardless of who made the error it is not a good idea to tell the customer that they're incorrect.
She could have easily just chalked it up as a mistake, apologized, and said let's make this right. Instead she chose to stick to her guns, and proceeded to ask me if I still wanted cream cheese and charge me $2 for a tiny tub of cream cheese.
The mistake that caused this entire situation was preventable! You can actually build in systems to ensure that the capturing of an order is correct.
I decided that I would never go back to this location, so they lost a customer and my revenue forever.
So you can see that customer satisfaction absolutely does have a direct impact on revenue, the longevity of a business staying within a community, employing people and paying taxes.
The Top 5 Killers to Customer Satisfaction(written by yours truly 🙂) explores the link between Customer Satisfaction and the fives ares that any business needs to develop a plan for. Killer number 3, Returns an Rewards, details "The fact that a product had to be returned by the customer should be embraced as an opportunity to recapture the good graces of your customer." You can download a FREE copy here: Top5Killers . By downloading you are also granted a FREE 15 min Consultation
Of course, if you need help you contact me at 516-500-1536 or go to my website, www.BryanServiceCompanies.com.
Chief Customer Satisfaction Officer/Founder
Bryan Service Companies , Inc.– Customer Satisfaction Services
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