Problems are Opportunities to Show How Good You Are

Shep Hyken – customer service motivational speaker, author, trainer, and expert – understands that sometimes problems happen. In one of his Shepard Letters, his monthly newsletter, Shep shares a story about how a series of problems became opportunities and Moments of Magic™.

I recently completed a video project for a client. The director of the video crew discovered a mistake. It was pretty big. We had to re-shoot a number of scenes, which meant we had to create the set exactly as it was several days earlier. Because of this problem, I found out just how good he really was. Sure, I’ll use him again. Sure, I’ll recommend him if someone asks. But, I will also do one better. I’ll be his advocate. I’ll tell everyone about him – even if they don’t need to shoot a video. Why? Because he is excellent, not only at what he does, but how he treats people. He has become a benchmark as to how I would want to handle a customer/client problem.

Here is what happened. Two days after the video shoot he called me with the bad news. They had lost six of the scenes. He felt terrible, as he knew that even though he was willing to come back and re-shoot the scenes – at his expense – it would be a great inconvenience to me.

He truly was sorry and made me feel that he would do just about anything to make it up to me. The moment he knew there was a problem he informed me. He assured me he could create a set that would be identical in every way – light, sound, etc. – and that I had nothing to worry about. The only thing is that he was upset that I would be inconvenienced, as it would be several more hours of shooting.

He cared so much that by the time we finished our phone conversation I felt bad that he felt so bad.

Isn’t that the way it should be? Most of the people I do business with do what they are supposed to do, and when there is a problem they take care of it. I appreciate them, but this time it was different. There seemed to be an emotional hook. It is difficult to explain, but it is more than just doing the right thing for a customer. It is doing the right thing with empathy, sympathy, concern and care.

I’ve always preached that if you have a problem with a customer, usually all you have to do is take care of it quickly, with a sense of urgency and the right attitude to regain the confidence of the customer. But this was taking that concept to another level.

Let’s say that you have been doing business with someone for twenty years and there has never been a problem. Then one day it happens. Something goes wrong. There is a problem – a Moment of Misery™. Whatever it is, this is judgment day. This is your opportunity to earn the right to keep the business.

I’m happy to pay my video director/producer for the work that he does. I have always had confidence in his work. And, now I’m confident that he will stand behind his work 100%. Even more, if that were possible. He stakes his reputation on it. And, that is enough for me to recommend him to everyone. His name is John Baker. Most people call him “One Take Bake.” I’ll still call him that, even though this time we had to take two takes – HA! (One Take Bake can be reached at 314-984-8883.)

To close with a motivational quote…

“Success covers a multitude of blunders.”
-- George Bernard Shaw


Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).

Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200

Customer Service Training Tip - FAQ #7
How To Deal With Unreasonable Customers

This is the seventh in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.

What happens if a customer just isn’t being reasonable?

That happens. Sometimes customers aren’t reasonable. Sometimes it seems that no matter what you offer to do, the customer isn’t going to be happy. One technique we teach is to reverse the situation. This has to be set up properly. Ask the customer, “If you were me, working for this company, and I came to you with this situation, what would you do for me?” Ask the customer to be realistic. Remind him/her that you’re reversing roles. If it has gotten to this point you have probably already shared ideas or alternative solutions.

In the end, the customer may not be reasonable. Ask yourself, “Is this a customer worth keeping.” If so, do what you have to do. If not, this may be a good time to nicely help them learn about other options for getting what they want – such as the competition.

Please share with us your answer or comments to the above question. Thank you!

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).

Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200

Customer Service Training Tip - FAQ #6
Handling Customer Complaints

This is the sixth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.

What is the best way to handle a customer complaint?

There are entire books written with numerous techniques on how to handle complaints. Still, I have a quick answer. What you do to fix a customer’s problem or complaint is not as important as the ultimate goal, which is to re-establish the customer’s confidence.

My simple formula has three parts:

1. Fix what needs fixing. It really doesn’t even matter how, as long as it is fixed.

2. Do it with the right attitude; one with ownership and accountability.

3. Do it fast. Urgency is of the utmost importance.

As long as you are not a company or organization that is constantly having problems, the above formula will help re-establish customer confidence most of the time. Their trust in you will get them to come back, and their trust will grow when you can take a bad situation and turn it around for them (and for you)!

Please share with us your answer or comments to the above question. Thank you!

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).

Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200