Recently, my family transferred apartments within the same complex at which we’ve been living for two years. We were trying to save a few dollars as well as get off of the third floor. We found a unit that we liked at an acceptable price point and were excited to move. When I went in to sign the initial paperwork, however, I was informed that there was an additional $400 fee that I would need to pay. (This is after I was told that there would just be a $30 utility fee.) Well, I made my unhappiness known and basically all I got was a, “Sorry, that’s just the way it is…” Oh, and then the customer service kiss of death, “If we do that for you, we have to do it for everyone…” Ok, guys, thanks a lot. At that point, it would have cost more to move than to stay put. I was visibly distressed, yet no help was offered.
No matter how hard frontline workers and managers may try, sometimes things just go wrong. In these cases it is imperative that workers have a customer recovery toolbox to which they can turn.
Frontline workers need to know how far they are allowed to go to correct a customer service mishap. Can they give away product? Is there a dollar limit up to which they can offer a freebie? Are there coupons that they can give out? At what point must they turn to a manager? These are questions that must be answered before problems ever arise.,
When should a manager get involved? What steps are involved in recovering from a bad service experience? How do you honor the customer well without belittling the frontline employee? At what point do you tell the customer that there is simply nothing you can do?
Starbucks does this fairly well. They have processes that they teach employees on “customer reovery” along with the “Just Say ‘Yes’ Policy.” This doesn’t keep problems from arising, but it certainly helps to cool tempers when things go wrong.
Resolution: After my conversation with the apartment staff, I decided to write an email to their corporate office. I ended up getting $250 off ($150 less than the $400 fee that was “sprung” on me) that I have to repay if we move out early. I also got some angry looks from the office staff the next time I went in… but since then, they’ve been a lot nicer. I don’t like going over people’s heads, but sometimes it is unavoidable.
Oh, and as far as the saying, “If we make an exception for you, then we have to make it for everybody” goes… Don’t ever say this. Every person is a unique individual with a unique situation. As far as I’m concerned, you should make an exception for everybody, every day, every interaction. If I’m no different than the person you interact with before or after me, then I’m just a number.
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