Last week I wrapped up a 3-day retreat. Kelly O'Neil and I partnered up last year and formed a group together called the Millionaire Prodigy Club. We just held a retreat at the beautiful Portofino in Redondo Beach and it was like magic. The list of accomplishments from each member was long and impressive. Huge shifts in branding, mindset, systems and money.
We realized we're a pretty good tag team so I wanted to make sure you got the invitation to the complimentary online workshop that was emailed to you.
Join me LIVE from the comfort of your own home for this event where Kelly and I will be teaching you how to Attract High End Clients! We are going to be streaming live (a first for me!) over the internet for the entire world to see. We'll answer your questions and give you hours of juicy strategies and systems tricks to make growing your business easier.
In the mean time, I've included a very important article for you. We are all human. We all make mistakes, it's how those mistakes are handled that makes all the difference.
In Case of Emergency...Break Glass
By Beth Schneider, Process Prodigy
What's that saying? "Stuff" happens? In a world where no one is perfect, we know mistakes will be made and accidents will happen. We do our best to avoid errors, but the harsh reality is that at some point "stuff" is going to happen â€“ even in your business.
Knowing that mistake are inevitable, it makes systemizing your business customer services policies and practices a smart move to make you prepared for these accidents. What you put in place for your company really depends on your individual situation. But, no matter what you do, remember people typically want to feel heard and taken care of.
I recently experienced a few "stuff" happens moments. Some handled very well, others not so much. Here are 3 examples of how handling or not handling your client's experiences can affect your business.
The A+ Experience Before I headed to an out of town party, I decided to treat myself. I ran off to the local Ritz Carlton for a manicure, pedicure and a professional make-up application. When I booked the appointment, I told them time was an issue as I was catching a plane. I arrived on time, my manicurist was not so punctual. I waited for 15 minutes when the spa manager came in to talk to me. She explained what was going on, what was going to happen and offered to get me something to eat or drink.
By the time we got started, I'd been waiting for 30 minutes and quite frankly, I wasn't so pleased. A couple hours later, I was polished, concealed and running a good 35 minutes behind schedule. As I was thinking, "I probably won't come here again", I was told that because of my wait the fee for my manicure and pedicure ($65 each, which is a hefty fee for some nail polish) were waived. It was completely unexpected and that one grand gesture has made me a raving fan. I wouldn't hesitate to go back because I know that my time and feelings are considered and taken care of.
The C+ Experience I booked a hotel room for an upcoming business trip. It was a slightly complicated reservation, a night under a group rate, a couple of nights with points and a night with a reduced rate if I pre-paid. I agreed to pre-pay the night, got my confirmation and went on my way.
A couple of weeks later I notice the charge on my card was 4 times what it should have been so I called to clear it up. The first person I talked to said she couldn't help me and passed me to another. The second person said I needed to call someone else. When I sighed and expressed my frustration with having to tell the story a third time, she called the third person and said it was taken care of.
Further follow-up showed that the problem had NOT been cleared up so I eventually had to make that third phone call and explain...again...and be irritated...again. It was finally cleared up, they acknowledged their mistake, the manager apologized profusely, but it still cost me more time than it should have. Still, this will be one of those experiences I don't remember in a month.
The F Experience One of my vendors made an error. They apparently lost an order. Again, mistakes happen, we simply let them know a mistake had been made and we needed it fixed. Instead of an apology, we got a huffy attitude and an excuse about how they were so busy with other clients. The same thing happened again about two weeks after the first incident. They've made it pretty clear that they are not interested in our business so we're looking for a replacement. I'll keep you posted.
Systemizing your business to set policies and systems around handling errors can make or break the way your clients see you.
So ask yourself, what grade does your company get for handling errors? If it's not an "A" it's time to look into setting some new systems.
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Â© 2011 Beth Schneider, Process Prodigy, Inc.
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