My dog is getting along in age and has gone through some health challenges lately. During a bout with anemia, he was prescribed steroids to combat the problem, and a supplement to help his liver withstand the punishment it would take from the steroids.
Unfortunately, the junior vet miscalculated the dose and, for almost a month, my dog was only getting about 1/5th as much of the supplement as he should have been getting. He reacted so poorly that I started researching everything I could find on the subject and made the under-dose discovery myself.
So I left a message for the senior vet (who owns the practice) last week asking him to call me on Monday so we could discuss. He didn’t, so I called him today and he started explaining away the problem before he even understood what was going on. It took me nearly 10 minutes to get him to understand the issue.
Irritating!
You’ve never done anything like that, right?
I mean, you might think you know why a customer is upset, but you listen to them thoroughly before you address the situation, don’t you?
Because that is the only way to handle a complaint: hear the customer out, repeat what you heard back to the customer to confirm your understanding, genuinely express your concern and an apology, then go to work to solve the problem.
© 2009 YOU ROCK!™ Communications
THE REQUEST LINE IS OPEN! - IF YOU HAVE A QUESTION ABOUT A SALES OR MARKETING TOPIC, OR HAVE A SPECIFIC PROBLEM YOU WANT HELP WITH, SEND ME AN E-MAIL WITH FULL DETAILS AND I MAY GIVE YOU SOME ANSWERS IN AN UPCOMING SALES TIP.
Unfortunately, the junior vet miscalculated the dose and, for almost a month, my dog was only getting about 1/5th as much of the supplement as he should have been getting. He reacted so poorly that I started researching everything I could find on the subject and made the under-dose discovery myself.
So I left a message for the senior vet (who owns the practice) last week asking him to call me on Monday so we could discuss. He didn’t, so I called him today and he started explaining away the problem before he even understood what was going on. It took me nearly 10 minutes to get him to understand the issue.
Irritating!
You’ve never done anything like that, right?
I mean, you might think you know why a customer is upset, but you listen to them thoroughly before you address the situation, don’t you?
Because that is the only way to handle a complaint: hear the customer out, repeat what you heard back to the customer to confirm your understanding, genuinely express your concern and an apology, then go to work to solve the problem.
© 2009 YOU ROCK!™ Communications
THE REQUEST LINE IS OPEN! - IF YOU HAVE A QUESTION ABOUT A SALES OR MARKETING TOPIC, OR HAVE A SPECIFIC PROBLEM YOU WANT HELP WITH, SEND ME AN E-MAIL WITH FULL DETAILS AND I MAY GIVE YOU SOME ANSWERS IN AN UPCOMING SALES TIP.
