Tài liệu Give An Angry Customer Even More Than They Asked For doc

Give An Angry Customer Even More
Than They Asked For
In late July, 1997 my husband, Stephen and I parted with $250.00 of hard-earned
cash to get our home air ducts cleaned. Our house was fifteen years old and the
heating and ventilating ducts had never been serviced. It had been on the "to-do"
list since we purchased the house. When we stumbled across a $50.00 off
coupon in Clipper Magazine for a local cleaning service, "Pro Clean
Environmental Services," we scheduled the work.
Jeff Lynn, the General manager, was in our home for two hours with all his pipes,
hoses and machinery. When he announced that he was done, I wrote him a
check for $250.00 and thanked him for his time. Later that evening, my husband,
Stephen came storming down the stairs. Stephen is normally a very even-
tempered man. One of the few things that really riles him is feeling that he has
been ripped off by a service or repair person. Stephen fumed: "What did that guy
actually do today?" I replied - "I have no idea. I didn't follow him around the
house. He said he cleaned all the ducts."
Well, my detail-oriented and frugal husband had inspected each duct with a
flashlight to be sure he was getting good value for his money. Good thing he did!
Stephen was furious to discover that the ducts hardly looked any cleaner than
before the Pro Clean visit. And, several of the ducts hadn't been touched at all,
although we had paid to have all of the ducts in our house cleaned. Since we had
paid by check, not credit card, we were vulnerable to being ripped off by an
unscrupulous company we knew nothing about.
I called the company the next morning and spoke to Jeff, the man who had done
the work. Jeff expressed great surprise and concern, and scheduled a return trip
to our home the following day. Jeff could have said, "Too bad. That's the best we
can do," since he already had our check. But as we came to learn, Pro Clean
knows how to treat a customer.
The afternoon Jeff was scheduled to return to our house, a tractor-trailer
overturned, spilling 1000 gallons of liquid asphalt on the highway and grinding
traffic to a halt. Jeff called me an hour before he was supposed to arrive at my

home to warn me that the accident would slow him down and delay his arrival.
He had a reasonable excuse to postpone until the following day, but he didn't
suggest changing the schedule.
Two and one half hours later, he finally arrived at our house. He had spent most
of that time sitting in stopped traffic. My husband had carefully prepared a list of
all of the ducts that were in question, but after glancing at the first one, Jeff
replied: "We tried a new way of cleaning ducts at the beginning of this week.
Obviously it didn't work. I should have caught that before I left and I didn't. I'm
sorry. I will reclean every duct in your house."
He continued: "And to make up for the inconvenience, you can call me every
year for the rest of the time you are living in this house. As long as I'm still in
business, I'll clean your ducts again for free."
Jeff's offer was generous and more than we would have asked for, or expected.
He proceeded to reclean all the ducts in the house. After the job was done, he
thanked me for calling him and telling him of the problem. He then stated: "You
are the only customer who called to complain since we started using the new
system at the beginning of this week. I'm going to call all of the other customers
and alert them to the problem. If they aren't satisfied, I'll go back to their homes
and reclean their ducts as well."
Jeff understands how to create a lifetime customer and a book of referrals out of
a lost customer. Since ducts are usually cleaned only every two or three years,
he could have said to himself: "Why should I go out of my way to make this
customer satisfied? They won't be a repeat customer anyway for years, if ever."
But Jeff understands the power of both positive, and negative word of mouth. He
understands that as a dissatisfied customer, I would have spread the word to my
circle of influence to stay far and wide away from his company. I might have even
been angry enough to report the incident to the Better Business Bureau.
As a delighted customer, I will likely continue to tell this story about a "duct
cleaning business that offered superior customer service." You can't pay for that
kind of advertising. The original mistake is largely forgotten and entirely forgiven,

replaced by admiration for their approach to remedying the problem.
When you are servicing customers, mistakes will always happen. It's how you
respond to them that matters. When treated well, a dissatisfied customer will
become your best ambassador.
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