One of my neighbors in his 80s just bought a new RV.
He put his paid his down payment a months ago. The delivery of his purchase has been delayed multiple times for various reasons.
To say he and his wife have been frustrated is an understatemt.
Finally the unit was delivered yesterday, at 9 pm, in the dark, by the salesman. About a dozen of us, neighbors, were stadning around at the ready to help the move from the old unit to the new one.
But… the slides were not working! Unbelievable!
The saleman claimed everything we working onl an hour ago. Then he tried to deflect all of our thinking by calling attention to all the space the new unit had.
He told the new owner to contact a local dealer the next day as he drove away.
I thought to myself, you can’t make this stuff up!
One of the most important parts of a good marketing program is to provide the customer wiht a world class experience.
Organizations that ignore this important step in the marketing plan, have doomed themsleves to disatisfied customers and all the negativity that comes with a terrible experienc. And disatisfied customers are exactly the opposite of our goals in business.
How do we create a world class experience for our customers when things go sideways, which they will from time to time? Everyone knows that obstacles can come up, and they by and large understand when it happens, but what we do at that moment makes all the difference.
First, show that we care, even when we don’t have a solution.
The salesman in my example above was not able to solve the problem at that moment, but there are a lot of things he could have done to show he cared. For starters, how about telling the new customer he would circle back the next day and make certain things were in motion to solve the challenges?
It’s a small thing that makes a big difference.
Remember, you only get results when you take immediate action on your ideas.
