Customer Service Training TIps

How Bad News Creates Loyal Customers

In one of my seminars I explain that customers are too busy to notice service that’s simply good; it needs to be REMARKable. Interestingly, my family did have a remarkable experience last weekend in a highway restaurant. When we ordered, the waitress explained that two of our choices weren’t available, so we settled on alternatives. Unfortunately, she returned twice from the kitchen apologizing that some of the side dishes weren’t available either, and asked if we’d accept substitutions. No big deal to us but with the last substitution she added, “Because of the inconvenience we’d like to buy you all dessert.” Ice cream never tasted so good! Result – not only will we return, I also just told you and thousands of others about the Heritage Inn Restaurant in High River, Alberta. The irony is if it wasn’t for the negative circumstances, their service wouldn’t have been so noticeably good. The key is to address customers’ concerns even when they don’t express them.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

Today’s chuckle:

Repentance is sorrow for the deed… not for getting caught.

 

Like to forward or reprint this tip?

We have some options to make this easier for you. Click here for a printer-friendly  CDrom with all Jeff’s tips.  Click here for  Jeff’s book with 101 top tips.  If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so  providing  you include the bio and contact information after each tip or article.   Please also email a link to any tips or articles that you post on-line to [email protected].

Copyright © JC Mowatt Seminars Inc.   All rights reserved.

Like to forward or reprint this tip?

Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates

REDUCE CUSTOMER CONFLICTS

Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.