 Laundry
Unlimited ‘Bounces Back’
We
use a convenient laundry service that picks up our dry-cleaning
and delivers. A new pair of fashion pants came back from the cleaner
utterly destroyed. The cloth had bubbled and buckled
and almost torn apart.
Next to the telephone number on the laundry receipt
was a small note: ‘Liability may be limited to
the cost of dry-cleaning.’
With concern in my voice, I called the proprietor of
Laundry Unlimited. To her credit, she listened to my
report and immediately replied, ‘Well, it sounds
like we need to buy you another pair of pants without
delay.’
Dry-cleaning cost? $7. New pants? $150.
It will take many dry-cleanings for Laundry Unlimited
to earn back the money spent replacing our pants. But
Linda has earned our loyalty for many years to come.
She deserves the profits she will make.
Key Learning Point
When things go wrong,
don't hesitate to spend money setting things
right. It isn't money spent at all; it's money wisely
invested.
Action
Steps
What is the `cash
value' of things that break, malfunction, get lost or
otherwise go awry for your customers? Are you ready to
spend that amount - immediately - to set things right?
For a lifetime of customer loyalty, are you willing to
invest even more?
Next Article in Customer Service Guarantees >>
Preserve the Loyalty You Deserve
First Article in Customer Service Improvement >>
What is Ron's Website Really For?
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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