As Much as Possible, Forgive Them
A
busy restaurant manager attended my seminar on creating
‘customer delight’. Soon after, she wrote
to me directly, asking this most appropriate question:
Hello Ron,
I received a complaint
from a customer about certain
issues in our restaurant. After checking with the parties
concerned, there was a lot of variance between what
happened and the customer’s version. We know the
customer lied as we have documents to verify the facts.
How should I reply,
as I am being chased by her for an official explanation.
Thanks & regards,
Serene
Here is my reply:
Hi Serene,
This happens all the
time. The customer may be wrong, but let’s keep
in mind that she is still your customer.
You don’t need
to challenge her veracity or integrity (that would create
a lose–lose situation). Instead, agree with her
on the importance of the key value dimension in her
complaint (speed, courtesy, flexibility, personal service,
value for money, etc).
Then move on to your
proposal to resolve or repair this situation. Show appreciation
for her patronage and, frankly, ignore her lies.
If there is a financial
dimension to this complaint and she wants a refund or
compensation, provide some small token, voucher, future
discount or special offer ‘as a gesture of goodwill’
I am assuming if you
handle this right, she will come back in the future,
speak positively about you and spend more money with
you, too. These should be your ultimate objectives.
Sometimes customers
can be jerks. As much as possible, forgive them.
All the best,
Ron
PS: If this approach
does not work, let your customer know (as diplomatically
as possible) that there must be some misunderstanding.
Apologize for any confusion and then explain your view
of the situation showing the records in your possession.
(Do this gently. There may be a misunderstanding after
all.)
PPS: If this still
does not work, and your customer threatens inappropriate
action, let her know (as diplomatically as possible)
that you need to refer this to someone else for proper
handling. Then pass it to your lawyers.
Key Learning Point
Sometimes customers
will overstate a situation to the point where they lie.
Restrain any urge you may have to attack or expose their
exaggeration. Use kindness to counteract their offense,
and generosity to overwhelm their guilt. Remember, no
one wins an argument with a customer. If you lose the
argument, you lose. And if you win the argument, you still
lose.
Action Steps
Call a staff meeting
to discuss ways your customers inflate, overstate or exaggerate.
Acknowledge how your staff might feel when facing these
situations. Separate the urge to ‘fight back’
from the stronger desire to create a positive outcome.
Role play responses to achieve positive business results.
The customer is not always right. But the customer
is always important. When your customers lie, opt for
a higher plane. As much as possible, forgive them.
Next Article in Customer Service Recovery >>
Handling Customer Abuse
First Article in Customer Service Standards >>
Get Yourself Spring-Loaded
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