Complaints with a Smile
So two times in the past fortnight I’ve gone back to the store where I’d either purchased a pair of gold earrings or in the other case, had my favourite, “old faithful” black stilettos re-soled and heeled. The first instance was because I lost the back stud to one of the earrings and had no idea where I could purchase a back stud without an earring, so I went into the store, made eye contact with the lady who noticed me enter, smiled and made friendly conversation, telling her what had happened and asking her what my best option was. Her response, walking behind the counter, pulling out a small bag and telling me that although she was supposed to charge me 11 pounds she’d give me a pair of 9ct gold back studs for free. Unecessarily generous customer service, amazing gesture of good will, and what did she get in return? Nothing expect a smile and genuine gratidude. I bet you anything, however, that if it hadn’t bee for my friendly and positive attitude walking into the store and in our initial interaction, that I would not have received the free gift.
Scenario two was more in the form of a complaint. After just 3 weeks and wearing my shoes no more than 5 times one heel had come completely off and the other had worn down to the nail. I had 3 options. Go to another cobbler and pay to get the shoes re-heeled again, go back to the same cobbler, abuse whoever was working at the counter at the time and demand they re-do the shoes at no cost, or go back into the same cobbler, smile and politely explain the situation to them and give them the opportunity to rectify the situation and redeem their brand and service. This they did by not only offering to re-do the heels for free but by offering to use a better quality, more expensive hard wearing heel, at no extra cost.
This benefits me, it also benefits the store. It’s ultimately a win win situation. and all it cost me was a smile, some patience and understanding that noones perfect and if you treat people like you would want to be treated yourself, or even better, then they’re more often than not ready and willing to go beyond standard measures to make sure that you’re more than satisfied.
