Copyright 2005 Ron Hutton You try to make your customers happy. You sincerely WANT them to be pleased with your products and service. You go out of your way to provide quality and integrity in everything you do.
So, why is it that every once in a while there's a customer who insists on totally, absolutely and completely pissing you off?
How long is a string?
There are some questions,
answers to which, will always elude me. Are you with me on this?
I received an email message from a customer who must have not only have awoke on
wrong side of
bed, but must have also found himself in
wrong bed, in
wrong bedroom, in
wrong house, on
wrong block, in
wrong city, and in
wrong life. As I read this message, I was seething with anger -my hands literally shaking.
Wanting to somehow reach through my ethernet connection to find
neck attached to
head of
person who could be so rude was my first priority.
What do you do at this point? How do you satisfy
irrational?
ANSWER: You don't.
Romans 12:20 says, "If your enemy is hungry, feed him; if he is thirsty, give him something to drink. In doing this, you will heap burning coals on his head."
This is what I attempted to do in my reply to Mr. Disgruntled. Here's a formula that you can use; and if you do this,
satisfaction will outweigh - many times over -
anger you initially felt.
Step 1: Stop. Close
email. Put down
poison mouse and walk away.
Step 2: Consider
situation carefully. Can you imagine a time and place where you might have blasted someone in
same way? Is there even
tiniest hint of legitimacy to
claim of this angry customer? Things aren't always as you might perceive them. There are always multiple sides to every story. Does this condone abusive behavior? Of course not.
Now, if
answers are "no, No, and NO, this is unjustified", stick with this formula anyway. When you've done what's right, you'll be
bigger person and your self image will be elevated.
Step 3: Now that you've cooled off, draft your reply. Answer question, comments and complaints with cool and exacting detail. If
complaint is a product problem, test it. Also understand that with
proliferation of different computer operating systems, your test results may not match
results of others. Explain only what you know for certain (this version of this software on this operating system with this service package, etc.) Keep an open mind that your experiences are not always shared by others.