My heart sank the first time I was contacted by a customer, upset because a gift basket wasn’t delivered according to her requirements.
At the time I hadn’t developed a system for this situation.
In fact, I didn’t consider that such a problem could occur.
Nothing I read in preparation to start a business mentioned it.
I, of course, apologized during our conversation. I then called the recipient and learned that he was out of the office on that day, which ended up being the reason why he didn’t get the basket.
It was now clear that this was a delayed receipt and not a delayed delivery. But what if weather or transportation stops your gift basket from reaching the intended destination? What’s your policy for satisfying an unhappy client?
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The most important thing is to make your customer happy even if it means you lose money on that particular order. It will come back to you as that customer talks about how great your customer service is. Good customer service results in repeat orders.
Hi Kathy,
You make an excellent point about this issue.
There’s not one company on the planet that hasn’t lost money on at least one order but made up for it in terms of lessons learned, and part of learning is creating a great experience while being mindful of mistakes and trying not to repeat them.