On Service Recovery and Queue Management!
In his recent article for Forbes, Christophe Ca?s explores the Service Recovery Paradox. When customers come to you with a problem, they’re often upset and on edge. It’s a moment that can make or break the bond between your customer and your brand.
This is when you have the chance to turn things around.
Interestingly, successfully doing so can make your customers even more loyal to your brand—this is the essence of the service recovery paradox. But to get there, a lot needs to happen.
There are some strategies that work. Here are 5 of them:
Shift Your Mindset
Having a client return with a problem is stressful for everyone. The client is often upset and sometimes emotional. You and your team may be too. Having the right technique to handle the situation is critical, but so is shifting your mindset. Try to understand that a customer problem is also an opportunity—a chance to take advantage of the service recovery paradox I mentioned before.
Empathize
Understand where your customers are coming from. It’s about listening—truly listening—and showing them you understand.
Be Clear And Transparent
This is non-negotiable. Customers appreciate when you tell it like it is—what can be done, what can’t and how long it will take.
Give A Genuine Apology
When you mess up, say you’re sorry—and mean it. No excuses. A sincere apology can be as simple as, “We’re genuinely sorry for the inconvenience this has caused you. Let’s make it right.”
Empower Your Team
Give your team the power to sort out the problem then and there (within certain limits, of course). No one likes being passed around from person to person.
Keep Your Customer Informed
A customer should never have to chase anyone for an update. Keeping them informed every step of the way is essential.
When a team aces that service recovery, it’s like hitting a home run. Customers don’t just walk away thinking you’re all right—they walk away thinking you’re amazing.
But this is not the end of the story. There are a few more things you need to do.
Read the full "Service Recovery: How To Turn Upset Customers Into Loyal Ambassadors" from Christophe Ca?s.
Queue Management
While most people are annoyed by the idea of queuing, queues in front of luxury brands can signal brand power and loyalty. The longer the queue, the greater the brand’s desirability.
In a way, this notion is the same as the principle which dictates why we do not like to eat in empty restaurants. We are instead drawn to busy establishments. The rationale is that if a place is busy, it must be very good.
If queueing is seen as a signal of desirability, why do luxury brands worry about it?
Because how you manage a queue can make the queuing experience go from pleasant and entertaining to unacceptable and alienating. If mismanaged, it can lead to reputational damage and negative word of mouth. However, if done right, it also represents an opportunity to foster engagement and loyalty and turn waiting time into a memorable experience. The crucial question is: when do customers reach a tipping point?
Most brands are searching for strategies to mitigate the risks of queuing. Some examples include:
These initiatives are mostly tactical, localized, and ad-hoc responses. However, a strategic approach to queue management as an integral part of the customer experience is often absent.
Read the full "What’s On Our Mind in The World of Luxury? Queue Management!" from Silvia Coleman.
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