It’s Not Your Fault, but It Is Your Problem

 We often experience a disconnect between being a customer and being a service provider. As customers, when a service provider – whether it is a fast food slinger or a financial advisor – we expect it to be made right. And made right quickly. We don’t have time to listen to excuses.   How is it, that when we are on the other end of the mistake, we think our clients are interested in excuses? Even when our team doesn’t make a mistake, but our service has been compromised – snowstorm in Cleveland, lawyer never sent the contract, etc. ? and clients complain, we brand them “high-maintenance” or offer an explanation on why the mistake really wasn’t “our fault.” Our clients are no more interested in hearing an explanation than we are when the roles are reversed. Instead of justifying your service, let your service speak for itself by telling the customer, “we’ll fix it.” Then actually fix it. No matter what the expense to your company may be, the goodwill will come back in the form of revenue generated by a long-term customer relationship and referrals. Lead by example and share this philosophy with your employees. That is just one of the simple, but game-changing tips John DiJulius provided at last night’s NY Report event, “Driving Incremental Revenue with Outstanding Service.” If you missed John’s fantastic presentation, we will be posting a webcast on nyreport.com soon.