 1,500
Puzzle Pieces…Minus One!
Vincent
bought a 1,500-piece jigsaw puzzle from Robinson’s
Department Store for his wife. He writes:
‘After spending two months on the puzzle, she
was upset to find a last piece missing. We searched
the house but the piece eluded us. At our wits’
end, we went to Robinson’s for help.
‘To our great surprise, the staff, without asking
another question, simply opened a new box of the same
puzzle and assisted us in searching for our missing
piece. Today, we are loyal shoppers at Robinson’s
– need I say more?’
Imagine the scene as Vincent, his wife and the sales
staff pored through 1,500 pieces to find the missing
piece. Imagine the feeling of intent collaboration as
they sorted through the pieces by color and shape. Imagine
the shared excitement when they finally ‘found’
the missing piece.
Imagine how many shoppers noticed this effort and gained
a positive impression of the store’s after-sales
service.
Imagine the satisfaction felt by Vincent’s wife
as she put the missing piece into place. Imagine how
much money Vincent and his wife will spend at Robinson’s
this year.
It would have been easier for Robinson’s
to simply give a whole new puzzle! Easier, yes, but
much less effective from a customer loyalty point of
view.
Key Learning Point
When things go wrong,
your best recovery effort is required. But don't
just provide the missing piece (that's the recovery),
also provide unique personal assistance (that is
the memorable effort).
Action Steps
Give your staff
the authority they need to take immediate recovery actions.
Speed and generosity get remembered and rewarded.
Next Article in Customer Service Partners >>
Getting (Dis)Connected
First Article in Customer Service Perception Points >>
You Have Leverage. Use it
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