Proactive compensation
Graham Hardy
Providing customer-led support to any business that cares about its customers
Making amends when something has gone wrong is the completing of the virtual customer care circle, but so many firms get it wrong, argue the toss or avoid the expense, with no consideration of the lifetime value of their customer or the cost of recruiting a new one.
We get our TV, broadband and land line telephone from Sky, not by choice you understand, but by necessity living in the middle of nowhere with little competition. We had a brief outage the other day, only the broadband, not even the TV and the inconvenience was minimal so we didn’t even report it.
It felt good when, next day, Sky apologised and gave me extra free broadband on my mobile (also with Sky) as an apology. I hadn’t gone looking for recompense, but they saw it as an opportunity to impress and they did.
Are you switched on to the fact that a failure gives you a great opportunity to please your customers, especially when they aren't expecting it? It's not really blue sky thinking!
I consult very selectively, sharing my knowledge and experience, only when approached, with companies who I believe genuinely care about engaging with their customers and treating them well.
Graham Hardy Consulting Mobile: +44 (0) 785 012 3315
Email:?[email protected]
Website:?https://grahamhardyconsulting.co.uk