December 08 2007
Recently, I had a bad customer service experience that made me think about policies and when we should be willing to bend or even break them.
Leaving names aside let me just say that I had a contract that I cancelled. It was on an automatic billing so it was a surprise when I saw it on my monthly statement. I immediately picked up the phone and called to inquire why I had been billed when I had cancelled the contract. I was told that I had to give a 30-day notice and I had only given her a 29-day so it was within her rights to bill me for a final month.
This is an independent business owner so bending or breaking the rules in the name of good customer service was totally up to this individual.
I was amazed to find that she was more interested in one more $30 fee that my contract yielded or should I say her policy gave her verses the referrals she would have gained from breaking her own policy. “If I do that for you, I’ll have do to it for everyone.” Saying those words is one of the fastest ways to lose customers.
Standing by your policy is not always the best policy. Finding ways to bend policies to build customer relationships and referrals is a far better approach to customer service.
Diane Carter, sam101
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