Issue 125: Would Your Organization Get an “A or F” When a Major Mistake Happens?
“The true test of an organization’s customer service is when everything goes wrong and how they make it right.””
A few weeks ago, I entered the designated hotel for a seminar hosted by a major organization. The hotel staff informed me there was a mistake.
“Over here. Over here,” I turned to see about half dozen people waiting near the coffee station. “Are you here for the seminar?” I nodded. “We are too, and it isn’t happening. Did you register?” I nodded again. “We did, too, but they didn’t.” She pointed to the others filling their cups. “This so unprofessional. My husband and I drove 30 minutes.”
I pulled out the advertisement with the local number. “Let me see what I can find out.” After a few minutes on the phone, I didn’t get any additional information. No one in the office knew what happened.
As you can imagine, after taking the morning off, I wasn’t a happy camper nor were the others. I exchanged contact information with Laura, the woman who was as baffled as I.
Someone made a huge mistake. The registration asked for a phone number and email. I checked both. No new messages.
Two days later, I got a phone call from a supervisor. Although I received an apology, there wasn’t any explanation or story behind the screw-up. The apology felt empty, and I got a quick goodbye with a “hope you attend another seminar.”
Why did the apology feel empty? Three reasons.
The apology didn’t close the loop. My brain wanted more answers, and without them, I made up a hundred reasons why the speaker didn’t show up. I wondered what level of speakers this organization hires. As a long-time member of the National Speakers Association (NSA), I know that professional speakers jump through the proverbial hoop to cover their commitments or suggest someone who could.
The supervisor didn’t try to get me invested. He never asked what he could do to make it right. He didn’t want to prolong a conversation, nor did he offer to send a leave-behind—an item with the organization’s information to stay top of mind and offer goodwill—a book, pen, other swag item, or tip sheet. Think about what he could’ve offered to smooth the negative connotation of the organization.
He waited two business days for his apology call. Would the Ritz staff wait two days to apologize to a guest? How long would it take for your company to make an apology call?
After the call, I remembered a United Airlines article about their "Every Flight Has A Story" program. United Headquarters tries to provide passengers with a story in regards to a delay. United believes if you’re honest, empathic, and transparent about what’s happening, a client’s experience is better. Instead of the seminar company creating a story, I created a story and it wasn’t a good one.
Bounce-Up Momentum Builders
What does your apology program look like?
What changes could improve it?
When would a “story” have helped smooth a customer’s experience?
Mj Happenings
My next book is more than halfway to the finish line. I narrowed the cover design to three options and created a poll for a favorite cover. Will reveal it soon.
I passed the certification assessment as a Certified Master Virtual Presenter, one of my 2024 goals.
Until next time, Power-Up, Play-Up and Bounce-Up™
Mj
P.S. Let’s hear what you’ve accomplished in 2024!
