Adding a little something extra to an apology can go a long way to showing your customers that you are sincere. As companies, we add value to our products and services all the time, so why not to our apologies?
Let me share a recent experience – and it was a good one, for a change!
I ordered some products online from a company which I have only recently begun using.
I placed my order, then hit the “Send” button with the hope I would be receiving my purchase in 5-7 business days, as the website promised.
All was well until the following day when I received an email, with a very nice apology, stating that the product I ordered was out-of-stock, with uncertainty of when it would once again be available and shipped to me.
I was counting on getting the product in the 5-7 days they promised.
But here is how this company recovered with me:
- They notified me right away when they realized there was an issue.
- They politely apologized, acknowledging how being out of stock probably affected me, their customer – and how it affected them, the company.
- They promised to notify me as soon as the product shipped.
- They sweetened the deal by giving me not one, but two, coupons for future purchases. One was for the product I usually buy, and the other was for any other product they carry.
[tweetthis]Disappointing the customer isn’t necessarily a bad thing.[/tweetthis]
It gives us the chance to apologize and correct the process in our operation which lead to the disappointment in the first place, and the opportunity to create a customer for life.
By adding a little something extra to make up for your mistakes or mishandling of a customer, you demonstrate you care, show your sincerity, and become the “go to company” when it comes to gaining the customer’s loyalty.
Have you ever added a little something extra to an apology?
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