Nothing makes me more frustrated than poorly run companies that essentially steal time and money from the customers through bureaucracy and botching the basics. If youâre a longtime listener of this show, you might remember episode 83: Breaking Through Buyers Remorse, Never Lose a Customer Again with Joey Coleman. Today, I am sharing a tale of two contrasting customer service stories: one that devolved into disappointed buyerâs remorse, and the other that surprised and delighted my family and me, while creating memories of a lifetime.
đ3 Key Takeaways:
- Decide if you want to be a luxury brand or not; price and create processes accordingly.
- When you or your team makes mistakesâas everyone doesâover-deliver and get creative to make it right.
- Respond even if thereâs nothing you can do: The âtable stakesâ of customer service are to listen and empathize.
đPermission: To make mistakes, so long as you design processes that help you and your team to apologize creatively and make it right.
â
Do (or Delegate) This Next: Review how you operationalize your company values. Are you aiming to provide a luxury experience or not? Are you pricing accordingly, and do you have the systems and processes in place to match?
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