 A
Hard Taste From a Soft Drink
Yusry
in Dubai wrote: ‘I had the pleasure of attending
a popular cricket match. The event was sponsored by
one of the major cola drinks.
‘Unfortunately the day was marred by officials
refusing to let my wife and me into the grounds. The
reason for the refusal was that our carefully prepared
bag of food and drink included a bottle that was not
the sponsor’s product.
‘There were no warnings on our tickets that these
products were not allowed. After arguing with the officials
for some minutes, we were let into the grounds with
our “illegal” bottle of cola. I hope the
sponsor realizes that people do not enjoy such bully-boy
tactics.’
With a bit of foresight, this negative experience could
have been turned into a very positive moment.
Instead of banning the competitor’s cola, the
sponsor should have equipped and trained gate officials
to say:
‘Since the sponsor is generously supporting this
event, may we replace your drinks for you for free?
We’ll be pleased to give you two bottles
of delicious sponsor cola in exchange for each single
bottle you have with you.’
The gate officials would feel prepared and generous.
The customers would feel like they’d won an unexpected
prize. And everyone would feel better about the sponsor.
Key Learning Point
Life
is filled with unique situations. Think ahead. Overcome
potential negatives with positive, creative and generous
ideas. Don't leave a bad taste in your customer's mouth.
Action Steps
What could go wrong with your next project or promotion?
Think ahead and plan what you will do to generously set
things right.
Next Article in Customer Service Improvement >>
Don't Let Your Systems Drive Your Customers Crazy!
First Article in Customer Service Innovation >>
In the Spirit of Service
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