What to Do When Customers Complain

Ask Three Questions Then Deliver the Unexpected

By Craig Arthur 

 

My family earlier this year spent a couple of days on Day Dream Island in the Whitsunday’s. The first night on the island we dined at Mermaids Restaurant. The food, service and setting were all perfect. I signed the bill and we had a lazy meander back to our room. A few hours later I realized we had been over charged.

 

Next day I went to the front desk of the restaurant and told my story. The girl listened intently then said, “I’ll just check with my manager.” I told my story again to the manager. Without my bill or checking the restaurants records he simply said, “What did you order?” He added up the items. Yes you have been overcharged $27.50. The manager phoned reception and had my bill amended. I was not treated like I was guilty until proven innocent. No scrutiny, no ifs, buts or maybes. He took my word for what we ordered. Then he fixed the problem.

What happens in your business when a customer complains or has a problem? Does your staff know what the process is? Do you have a process?

 

First Satisfy…

When you have an upset customer, try the following 3 Questions :

1. Ask, “What happened?” and then be quiet and listen.
2. Next ask, “What should have happened?” again be quiet and listen.
3. Once the customer has finished talking, finally ask, “How would you like us to fix it?” and yep you guessed it, be quite again and listen.

(This is not my concept so if anyone knows where these first 3 steps originated, please let me know so I can credit the author.)

 

Then Delight...

4. Now you have sorted your customer’s problem, give them something over and above. Something not expected.

I was happy with the way the manager at Mermaids solved my problem. However it would have been even more impressive had the original staff member been able to solve my problem without going to management. And because I was inconvenienced, a small something to say sorry would have really made my day.