Imagine my surprise when I opened a newly arrived box of protein shake packets and found live ants crawling around in the bottom.
Quickly, I threw the shake mixes back into the box, ran to the patio door, and dropped the box on the deck outside. I went in and killed the ants that had "escaped" when I opened the package on the table. Then I went back outside and, before spraying the box with bug spray, took a photo that I could send to the company to request a new shipment.
I contacted this company's customer support Live Chat. I submitted the photo, order number, and requested a new shipment to replace this one at no cost. Although the individual packets of mix didn't look like the ants had gotten into them, I couldn't tell for sure and wasn't willing to take the chance. Plus, they now had bug spray residue on them. This monthly shipment costs about $100 and I had hopes that the company would send a replacement.
Well, that's not what happened. Instead, I was told that my "concern" would be addressed to their quality control team and thank you for contacting them and making them "aware of my concerns".
This lame response just cost them a monthly auto-ship customer.
Take a step back and think about the way you, or your team, handles customer complaints or issues.
- Do you assume the person has a legitimate claim in their eyes?
- Do you listen and let them "vent" off the emotion before trying find a resolution?
- Do you ask the customer how they would like the issue resolved?
- After you agree on a solution, do you ask if they are satisfied?
There will be times when things happen beyond our control. There will be times when there is miscommunication or errors made. That's a part of business... and life. The key to success is in how we handle those situations and turn them around with solutions that both the customer and company can live with.