 BUSINESS 4NETWORKING [Not done a job properly] |
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Posted on 28th Nov 2008 at 18:01
I cleaned six chairs for a home for people with learning difficulties 2 weeks ago, unfortunately they called me back as I missed a couple of bits on the arms. I had not sent the invoice (£60) so I said to forget the charge after I had recleaned them. They were most insistent I send it but I refused and said I would learn by my mistake.
have got home today and there is a lovely letter from them with a £20 Boots gift voucher enclosed and they have promised me all there work in the future. This was the first time they have used me and I'm glad I did what I did. It pays to be honest and admit when we make a mistake what would others do ? MIGHTY COLIN
Professional Carpet & Upholstery Cleaning
We don't cut corners
We clean them. !!!
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Posted on 28th Nov 2008 at 18:50
Good for you - the client will undoubtably tell their friends too - so easily worth more than £60 in advertising / PR. This is why the likes of Waitrose give you a replacement and your money back if you are not satisfied.
Garry Hartley
Out and About Advertising Ltd
- Local Billboards for Local Business in the Thames Valley
- Posters - Advertising you don't have to "search" for
- Do you need help with Outdoor Media? - Ask Garry
Call Garry on 01494 56 22 77
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Posted on 28th Nov 2008 at 19:28
This shouts customer care to me. You appear to have totally understood it. No wonder your business is doing well!
Paul Norman 4N North Tyneside and Oxford
Gibside Associates - a different approach
www.gibside.co.uk
Training for business with, no jargon. Consultancy that makes you think. Helping you be deliberately excellent.
Check here for training courses that might just suit you!
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Posted on 28th Nov 2008 at 19:52
Spot on, You deserve it !
Karen Moore
Going For GROWTH,
Telemarketing Outsourcing, Telesales Training & Consultancy
www.thinksalesgrowth.co.uk
0792 7041651
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Posted on 28th Nov 2008 at 20:13
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Posted on 28th Nov 2008 at 20:22
Well done Colin. It proves customer service is the best way to get referrals and keep the customer happy.
Phil Hendy, ACCA
Business Services Manager
Phil@msmalmesbury.com
Moore Stephens - Malmesbury
Accountants servicing North Wiltshire and the Cotswolds
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Posted on 28th Nov 2008 at 22:27
Well done, you did the right thing. Honesty is usually the best policy in business (though unfortunately not quite always, as I learnt to my cost earlier this year!)
Best wishes,
Alison
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Posted on 29th Nov 2008 at 08:03
Great customer care, even better marketing.
Chris Slay, Director | Specialist Provider of Polish Jobs | 07977 131 389 | enquiries@skillsprovision.co.uk
Skills Provision Ltd is registered under the Gangmaster Act 2004
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Posted on 29th Nov 2008 at 09:04
Good work Colin, the client obviously values a company that recognised its short fallings and came back to correct them, you also showed that you are human, make mistakes but are willing to work hard to fix them.
Also I'd have thought it made a difference that because you yourself cleaned them and then you returned rather than a faceless huge cleaning company sending a different person each time - a personal service.
So a new cleint gained and also you can treat yourself to a preent from boots - or buy the centre a present to show you are indeed 'Mightly'??
Dot Design: Brand Identity/Logo Design, Print Design
Tel: 0870 8966678
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Posted on 29th Nov 2008 at 11:25
Quote:
I cleaned six chairs for a home for people with learning difficulties 2 weeks ago, unfortunately they called me back as I missed a couple of bits on the arms. I had not sent the invoice (£60) so I said to forget the charge after I had recleaned them. They were most insistent I send it but I refused and said I would learn by my mistake.
have got home today and there is a lovely letter from them with a £20 Boots gift voucher enclosed and they have promised me all there work in the future. This was the first time they have used me and I'm glad I did what I did. It pays to be honest and admit when we make a mistake what would others do ? MIGHTY COLIN
Well done Colin and what a nice change when they send you some thing for your time, need a few of these customers myself - Here is a little story:
Customer purchased some items from us and our supplier sent the wrong items (this happens) any way the supplier resupplied at our cost plus told us they have a restocking charge of 25% even with them creating the mistake in the first place - as you can guess the supplier is no longer a supplier - we gave the stock to the customer free of charge, which was worth £150 - thus the customer has ordered from us every other month for the last 3 years - yes £150 is a bitter pill to swollow but the long term benifit has to be taken into consideration + we have had several sales through their "word of mouth" which i feel is more important than any form of advertising - thought we were the only customer service speacialists, hopefully this page will supply lots more examples
 "PRESS ME" Listen to what 1st Parcel Direct can do for your business!
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Posted on 29th Nov 2008 at 15:21
Colin you are a lovely man and actually this type of thing isn't a surprise at all for me! Customer care is so important these days x
Karen Thurley (RN)
Kendlebell Swindon and The World!
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e: karen.thurley@kendlebell.co.uk
p: 0800 458 3367 or 01793 862000 m: 0797 464 9363
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