Oops package? Do you have a plan for when you make mistake?

[Desk Jockey]

I think it was mentioned in SFS and I would like to have something for when we miss book, forget an estimate, or have a call back.

Does anyone have a planned package? What do you do when you have an Oops?

 

[Ken Snow]

No package so to speak, just whatever it takes to make the customer happy and then some.

 

[Blue Monarch]

The most dreaded call of them all....

"Uhm, you were supposed to be at my house at 9:00"!

Misbooking is the worst.

 

[hogjowl]

It's always the customers fault.

And I can make em feel pretty bad for doing that to me.

 

[bob vawter]

I blame it on my wife...............

 

[XTREME1]

I had you written for next monday, I am so sorry can I come by later today

 

[steve r]

mistakes?

 

[Desk Jockey]

We occasionally fook it up, one way or another!

Mis-communication more often, dates and times.

 

[steve r]

did someone say steak!

 

[-JB-]

I like to do a free room or better of SG, or as K said, "whatever it takes to make them happy. " Only thing I will say is that most customers will be "happy" with about 1/2 of what most of us "good" businessmen are willing to do for them, so I suggest you decide what you would be willing to $pend to correct the problem, then cut it in half, you will be pleasantly surprised with what they will be happy with.

In the past I've ...

Gone to the store to replace ; casters/furniture legs, picture frames
Sent upholsters over to fix things
Sent flowers
Brought back chocolates
Given away the job n/c
Given away pet spotter, and absorbent spotter
Given the NEXT svs call n/c
and on and on and on....whatever it takes.

Oh, yeah, and given refunds.

 

[Ken Snow]

Like JB said, and I will add that in most cases just asking the customer what they would like, will not only save money but they will feel in control when you say sure.

 

[Jack May]

What ever you do, don't do what my calendar people did.

They stuffed up my order and so agreed to replace it free of charge. I asked them when and they gave me a date of 14 days from our conversation, AND they OFFERED to add 50% as an appology. I didn't ask or expect it, but they offered it so i kindly said that would be greatly appreciated.

14 days later, and still counting..... turned up 4 days late AND they only supplied my original quantity :x

The rep rang today asking if he could make an appointment to see me regarding this year's order... did he get an earfull!!!!!!!

I said I'm not going ahead unless he gets a suitable response out of his boss. Now I said to him that it wasn't his fault, and my discourse was directed at the company he represents BUT, if he wants my business again, I'm going to need a KILLER deal this year.

Problem is, they are the parent company and they own 4 of the other 5 brands in the market so even if I went another company face, it'd still be lining their pockets

John

 

[alazo1]

It happens all the time.

Customers call irate, "where are you, you're suppose to be here 2 hours ago". Sorry mam, we don't have you on our schedule, it must be another Chem-Dry. Sometimes they don't believe us

When it's our fault we do what we can to make it right.

Albert

 

[Ron Werner]

I mis wrote an appt in my paper dayplanner and ended up double booking. I was on my way there when the call came in: "
Are you still coming today? Uh. Who are you?"
Once I figured out what had happened, and it was all my fault, I offered to clean her place at no charge, which she graciously accepted of course.
I cleaned her place (just a couple of rooms), never heard from her since, and I bought a pocket PDA so that I would never double book again.

Of course now the appt gets "lost" or deleted! What's a guy supposed to do!?

 

[Kevin B]

I use agendus on my Palm treo, best booking software ever. Only thing better is Call Record, which allows me to take in the details while driving, and enter them at the next red light or in the next driveway.

 

[B&BGaryC]

This is bad, but I generally act confused, say something to make them believe it was their fault, and just as the thought creeps into their mind that it might be their fault, I begin to apologize profusely and take all the blame. Then they start insisting it might be them, I say, "No bother, I just want to make it right, I can be out at (such and such) time and I will give you double spotters and protect your entry way and hall for free etc etc.

 

[-JB-]

Gary, WTF are you talking about??

Give us an example please.

 

[B&BGaryC]

They call me and ask why I am not there, and I say, "Oh, I thought you had said next Monday, not this Monday." As soon as they start to doubt themselves, I apologize and insist it is all my fault and proceed to schedule them in as soon as I have another opening and then I give them some sort of bonus.

 

[-JB-]

Interesting approach. :?

 

[hogjowl]

I raise my prices by 15% every year, and I only get busier!

 

[-JB-]

yeah, I tried that too, till I got up to hick/rampage prices, and they still kept callin', wassup w/dat? :? So now, how do i control the growth???