At some point all of us, as customers, went through situations where the service or the product wasn’t delivered on time. But what really differentiates one business from the others is not the absence of errors, but the way they deal with them. Recently, I experienced something that exemplifies perfectly how a proactive answer can transform a potential dissatisfaction to loyalty to a client.
I have bought a pair of contacts here in America, and the delivery time stated was 30 days. After this period, I went back to the store, because I still haven’t received my contacts. I explained the situation to the attendant, stating that the contacts I had on were close to their due date and that I needed them with urgency. At this moment a brief silence happened, then one of the attendants went inside the store.
A little bit after, he came back with a pair of contacts, and said that he apologizes for the situation. However, they took immediate action and ordered new contacts, and they gave some temporary contacts to me so I could see for this period of time.This attitude was surprising and, at the same time, a clear example of how a quick and careful action can make all the difference in the customer experience. Instead of simply apologizing for the mistake, the team took the initiative to solve the problem in a practical way, ensuring that I left the store satisfied and with my needs met.
This kind of attitude should serve as a reflection for all companies: mistakes happen, but what really matters is how we react to them. In the case of the lenses, the focus was on ensuring that I, as a customer, did not face any further frustrations, and the result was exceptional service that turned a problem into a solution.
At SCV, we value this kind of service and always strive to act in the same way. The question I leave for you is: how can we ensure that, in similar situations, we are ready to act and provide a positive customer experience, even in the face of errors? Are we prepared to offer solutions that surprise and maintain our customer’s trust?