The Smart Passive Income Online Business and Blogging Podcast SPI 846: We Let the Customers Down (And Here Was My Response)
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Dec 13, 2024 This discussion dives into the essential nature of maintaining customer trust, particularly during partnership hiccups. The host recounts a recent experience that left several customers dissatisfied and explains how transparency and accountability can repair relationships. Strategies for engaging audiences through effective communication and customer fulfillment are also highlighted. The importance of learning from mistakes to enhance service quality is emphasized, along with concepts like 'lean learning' that aid in fostering resilience in business.
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Whatnot Partnership Issue
- Pat Flynn partnered with Whatnot for a live stream promoting Pokémon products.
- Four customers experienced fulfillment issues, highlighting the importance of customer satisfaction.
Customer Service is Key
- Prioritize making things right when customers are unhappy, even if it's costly.
- Demonstrate care and empathy, showing customers they are heard and valued.
Empathy over Explanations
- Unhappy customers primarily want to feel heard and acknowledged.
- Focus on empathy and taking action to address the issue, not just explaining why it occurred.