Ever had a problem with customer service, a product or just an experience with a company? How did you handle it?
How you handled the problem is probably how you handle everything and if you are in business this could have a positive or negative effect on the likelihood of getting referrals.
Let me describe a factitious scenario and then ask for your opinion. Here we go – (names & some details changed to protect the innocent).
Karen has signed an agreement that if certain tasks were undertaken that there would be compensation for each month that the conditions were fulfilled. A couple of months into the agreement, Karen neglected to fulfil one of the conditions. A reminder notice along with a 45 day extension was granted, yet the task remained incomplete. Accordingly, she lost one month of compensation as per the signed agreement. She has now noticed the one month missing. Karen calls you and explains the circumstances in a professional, pleasant, calm manner and asks that the one month be reconsidered. Based on everything she’s told you of what happened during that period and how she’s made up for it in the later report (combining two months data into one) you are more than happy to reinstate the one month.
In the meantime a co-worker, we’ll call him Ted, found out about the missing month. He knows little, if nothing of the facts. Before knowing the outcome he has written a threatening note to you.
For Discussion:
What impression do you have of each Karen and Ted?
Would you be comfortable passing a referral to one, both or neither?
If it were you, would you want to do business with Karen? Ted? Both? Neither?
How does Karen approach a problem? What about Ted?
Comment below.