 We
Are Really Sorry For You, But...
I
lost my mobile telephone. The telephone company
told me to file a police report and then come down to
their office to buy a new phone.
When I arrived, the counter staff member was helpful
and understanding. She gave me a discount on my new
phone purchase and a free replacement SIM card holding
my personal account details. I was pleased and grateful.
Five months later I lost my handphone again! This time
I knew what to do. I filed a new police report and went
back to the company to buy a new phone.
The counter staff member was helpful and understanding,
but she gave me neither a discount on the new phone
nor a free replacement SIM card. I asked if she had
forgotten, or if the company policy had changed.
She replied, ‘We are very sorry that you lost
the phone, and our policy is to give a discount and
a free SIM card to make things a little easier for you.
But our records show you lost your phone five months
ago, and we can only feel sorry for you once a year.’
Key Learning Point
Generosity is a good
service policy whenever your customers need help.
If they need help twice, be generous twice. (No one loses
their mobile phone twice on purpose.)
Action Steps
Look for situations
where your company policy restricts the flow of generosity
towards customers who have a problem. Change the policy.
Don't hold back. Give generously when customers need you.
Over time they will reward you.
Next Article in Customer Service Guarantees >>
Customer Recovery First, System Recovery Second!
First Article in Customer Service Improvement >>
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