Thanks for giving me the idea for the post and you are definitely not off your rocker. Your manager was indeed correct and sounds pretty smart. Today it seems we shy away and get defensive when someone has a complaint. I am not sure why as it only makes it worse for all.

Hope the CD player is now working well.

Regards,
Susan

Lovely to see a reference to my own post and validation I’m not completely off my rocker. That was exactly how the service department was making me feel – like I had a problem.

You know what, they could have done a very valuable thing that wouldn’t have cost them anything. Not once in any of my debacle did anyone say “We’re sorry this has happened to you. We’ll fix it.” Those two sentences would have put my mind at rest that I wasn’t nuts and someone was hearing my complaint.

I had a very savvy manager once that loved customer service problems for the precise reason you use to close your post. He used to say “An unhappy customer is a chance for us to show how good we really are.” His opinion is customers expected everything to do right and when it did we were only meeting expectation. When something goes wrong, a customer isn’t surprised when things go from bad to worse. If you fix a problem, you usually EXCEED the expectations of your customer.

His counsel was always to embrace problems as opportunities.

Great post, Susan.

Two of the keys for marketing success is to keep your key customers happy and the way you give customer service. This is obvious, however many of you are missing a simple opportunity and you may not realize it. It all has to do with customer complaints…

I like the motto and I missed most of Sarah’s tweets. Have you ever had to handle a mistake you made with a client.