Have you ever forgotten to deliver an order? sent the wrong item, delivered a crib without the mattress or a high chair without a tray?. While as you realize that you have done or not done something with an order, or as you receive a phone call at 8pm from a frantic client who can not locate their items and your first thought is “what items, who are you?”, you start to sweat and think that a negative review is inevitable. This is actually a huge opportunity to “WOW” the client and obtain the best review ever.
Like anything in life mistakes are going to happen, it is how you fix the mistake that will set you apart from the competition. Have you ever had a bad experience in a restaurant, one restaurant will apologize and give you a free desert coupon, the other will buy you your meal, maybe the table and get you some free drinks, which one will you go back to and tell your friends about as a positive experience.
While there is no need to give away the farm, you do have an opportunity to impress and wow, ensuring you get a great review. Think of this as some marketing dollars you may now use instead of revenue lost.
This does not have to cost you money, if you need to go back for a mattress or other piece of equipment you have forgotten, look around! are there toys for the baby available, do they have a monitor, books or is there an item you think they would need but do not have. Bring that item back with you along with the forgotten item, the client will automatically think about the free needed item, not the item that was forgotten. You become the hero and make their vacation that much easier.
Don’t make lame excuses, honesty is the best policy. Put your self in the shoes of the client what would you prefer to hear “my mistake, we are going to make it right, right away and get you what you need” or “our computer crashed and we lost your information” which company would you rather deal with, the one that owns their mistakes or the one that is either making excuses or just has cheap equipment that is not reliable.
Make it right, right away, put the client’s needs first and the worst mistake you can imagine can be your biggest opportunity for a fantastic review all year.