Jun
29
Over at the Church of the Customer Blog there is a great story about Terry Heaton who bought a digital camera from CompUSA and ended up with just the box. When he went back to CompUSA they basically said: “you should have checked the box.”
I find this very funny. CompUSA can’t win this and if you check out the post, you’ll see why. Blogs are powerful things.
I can’t think of a case though, where the 2 Step Rule won’t work, unless of course you want to string it out as long as you can in the hope one side will give up. catch a complaint early and you’ll have it resolved in 2 steps.
Ready?
Step 1: Who is at fault? Who started the problem? Who made the first assumption?
Step 2: They pay!
The crucial step is Step 1.
Mess it up here and you’ve really lost the battle before you start. If done well, you’ll play it right every time. If you immediately take a view of “I’m going to win this” just that attitude will come across and the client will take the same view. Now you’re in trouble. Most people are reasonable. manged well, a client will admit their error. As a supplier though, I’d still do something to sweeten the situation. I want them to come back.
As a supplier to customers you may want to review that and always take the view the customer is right. Then it’s a one step process! Easy!
But really, read the post over at Church of the Customer and, if you can, explain to me how CompUSA can legitimately win this?
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