LEADING CHANGE: What Does "Immediate Service Recovery" Mean for YOU?
Saying "I'M SORRY" isn't the best way to begin the exchange when it comes to IMMEDIATE SERVICE RECOVERY. Here are a few ideas...
Something has just gone wrong…
And a customer is not happy because of it. It’s a mix-up, a malfunction, or a blunder, and it doesn’t matter whose fault it is…your reputation is on the line to make it right.
What do you say? How do you say it? What do you do? How do you make sparkling lemon water from the lemons you’ve just been handed?
How do you provide what’s known as, “Immediate Service Recovery?”
I know how Disney does it. I know how Ritz Carlton does it. I know how the best of the best in this marketplace do it.
How do YOU do it?
Because most individuals and organizations…DON’T! The common response to something gone wrong…?
“I’m sorry” or even worse, “So what?”
Sometimes things get in a knot. Can’t be avoided. Knowing how you’ll recover in those instances must be rehearsed and ready to be played like a trump card in a winning hand. What usually happens?
“Sorry man, that’s how it goes sometimes.” “Could’ve been worse though, right?”
When you’re the customer, what do you want? An apology? Apathy? Indifference?
A babbling, rambling, bumbling dissertation on how we got here? How about “Get me outta’ here!”
And saying “I’m sorry” doesn’t make it happen. Sorry about that, sorry we let you down, sorry, sorry, sorry…yep, that’s us, we’re sorry! Excuses, Indifference, and Apologies.
What’s wrong with this picture?
It’s OK to give an apology when you’ve wronged a friend, but that’s not what a customer wants when something goes wrong, unless you want to be with all the common and ordinary companies that play it by ear and hope for the best in “service blunder” situations.
So…what CAN YOU DO?
Here’s my short list of Uncommon Responses on…Immediate Service Recovery!
“Customers don’t expect you to be perfect, they do expect you to fix things when they go wrong.”
--Donald Porter Senior VP, British Airways
Congratulations to Ron Zemke and Chip Bell for writing “the book” on service recovery several years ago, and having it stand the test of time as a powerful and practical “must read” for any business dealing with customers.
Here are 10 of my favorite responses to learn and practice BEFORE things go wrong, so you’ll be prepared when the customer is most upset. These should give you some ideas so no matter what business you’re in, you can incorporate them into your “talk track.”
One of the ways I resolved recovery situations for years as a Director of Sales and later in a consulting role with my clients is by asking the right questions…
1. “Put yourself in my place…How would you handle this situation Jay?”
2. “What do you think would be a fair way to resolve this situation Bobbie?”
And then do a little more than they suggest or expect. Offer a little EXTRA!
That’s what so many companies say they want to do, but don’t… EXCEED MY EXPECTATIONS!??? How about just don’t disappoint me when things don’t go according to plan?
Here’s a few more uncommon recovery responses…
3. Sir, you deserve the very best here at ( ), and that’s not what you’re getting right now. May I suggest…
4. THANK YOU…for bringing this matter to our attention. We will address it right away.
5. Have I done something personally to upset you? I’d really like to be part of the solution…
6. It doesn’t seem like I’ve been able to be of much assistance in this matter, let me get my (colleague, manager, Mr./Ms. Big, etc.) to help us out…
7. We love getting feedback from our customers, and while it’s normally very good, when it’s not it gives us the chance to make it right. THANK YOU for sharing your concerns with us.
8. Ma’am, we are very disappointed that this happened, and here’s how we’re going to make it right for you…
9. (IRATE CUSTOMER)…Unless we can communicate in a different way here, Mr. Jones, It’s going to be difficult for me to help you. Let’s calm down and see what we can do…or…
If you continue to use that kind of language on the phone, I can’t help you and I will hang up. I will fix this Mr. Jones, but I need you to help me by not using that kind of language…
10. What would you like to see happen next…?
And then, MAKE IT HAPPEN! Without apology,
“Have we corrected the problem?
You’re pleased with the solution?
I’m glad.”
Major Recovery Key: DO NOT SAY “I’M SORRY!”
They’re already thinking about how sorry you are…
You need a response that will change their minds about YOU! And MOVE THINGS FORWARD!
To Your Uncommon Success,
Michael
EDITORS NOTE:
Michael York is an accomplished AUTHOR and SPEAKER...as well as the Co-Founder and Host of CETV.
In 2022 He was named “Most Unique Leadership Coach” by Corporate Vision International, and in 2023 was awarded the “Transformation Coach of the Year” by Wealth and Finance magazine.
He is an award-winning CONSULTANT and COACH retained by ORGANIZATIONS for his contribution to the improvement of HUMAN POTENTIAL, PERSONALLY as well as PROFESSIONALLY.
He is the RADICAL IMPROVEMENT CATALYST behind major advancements with his clients over two decades and the EVIDENCE of his EXPERTISE is confirmed by empirical RESULTS, some of which can be seen at www.MichaelYork.com