(For this to make sense, please read yesterday’s post first.)
…My pedicurist texted me on Saturday with a big apology and the offer of a free appointment. She listed every time slot she had on her calendar, which for anyone who texts knows is a lot of work.
Your comments were enlightening and heartening to read. You’re all business owners, so you know what’s at stake. What I realized from this was that everyone operates out of his/her own self-interest. To be truly successful in business and in life requires the maturity to accept responsibility and extend ourselves to our clients. Yes, there’s a cost (time, money, pride), but losing a customer is far more expensive.
In the spirit of full disclosure, this was what the original text said:
I have anytime on Friday unless someone cancels. Any other day and time?
I saw only “I have anytime on Friday” and dismissed the rest, because that’s what I wanted to see. Have you ever done that? Human error here, too.
The Universe has a magical way of helping me/us see both sides. Yesterday I received a message on my phone from my shiatsu practitioner. “Jane, it’s 4pm. I had us down for an appointment today.” I have him on my calendar for next Monday at 4pm, but I know that he was right, and I was in error. At the end of each treatment he takes out his phone and he types in our next appointment while I’m standing there. That visual cue reinforced my own mistaken listing. I have him as a recurring event in my calendar program in which he shows up weekly, even though our appointments are usually 3-4 weeks apart. I deleted the wrong Monday date.
I sent him a check for the missed appointment this morning. What’s good for the goose is good for the gander.
Can’t wait for my luxurious pedicure this Friday. Boy, do I need it!
She did the right thing..that’s great customer service. Wonder if she reads your blog. I try not to do too many important tasks through texting because I am a horrible texter (mis-spellings). By the way, enjoy the pedicure and here’s a small tip..use a good body butter (shea butter)on our heels morning and night and you will love your feet even more!
So happy she did the right thing (as you did with the massage….I love the irony and the universe’s messages…..if we listen, of course!..
EnJoY that Pedicure!!!!
@Lisa
I’ll ask her on Friday if she reads my blog. I don’t think so. I’d like to give her a shout-out, but will check to be sure she could handle the business. Thanks for the tip about shea butter. I’m going to try it.
@Jan
Thank you!
I recently had a customer service experience that was less about the customer and more about the business. When I asked my vet when they would get a delivery of the dog food I buy, I was told that I’d have to wait a few weeks because the 3 cases I wanted were not enough for them to place an order from the supplier. Apparently it’s “better for them and better for the supplier” if they wait to place a bigger order. And I thought, But now is better for me, the customer. Flash forward two days later to me buying the food at a small store in Stamford who’s offered to order a single bag of dog food just for me.
@Lisa
I’m guessing where you might bring your future business. I can imagine how valued you felt after that experience. Thanks for the great example.