I think these comments are relevant in general, not only when servicing clients, but also for inter-departmental relationships or peer relationships.
Case 1 – Recently I flew back with SQ from Zurich. As usual SQ will give you a nice menu and the menu said ‘Fancy a snack between your meals? Simply take your pick from our range of delectable snacks when our cabin crew comes around during snack service.’ Well they didn’t come around. After I enquired about the snacks they told me that they don’t come around to offer the snacks otherwise they run out of snacks too quickly. What a …. comment! I personally, and I know many others as well; get very upset when simple promises are not being met. If you don’t want to walk around offering snacks, that is okay, then re-word your offer.
Recommendation – Don’t give a promise, just to make it sound nice, that you are not willing to keep. Don’t explain why you are not keeping your promise. You can never win this argument. Keep you promise.
By the way, do you know what delectable means? I didn’t. I had to look it up. It means something like delicious.
Recommendation – Use a language that most of your target audiences understand.
Case 2 – A few weeks ago I opened an account with ANZ Bank. Based on the amount I invested, I qualified for a gift. Well, that was not the reason for me to invest with ANZ, but, of course we all like gifts. In order to receive the gift they asked me to sign a 2-page document, based on which ANZ will issue a redemption letter required to collect the gift at a nominated merchant. Signing legal documents and running all over town for a gift, admittedly a valuable gift, is not the thing I like to do, so, I asked them to keep it. To be fair, my relationship manager has done a great service recovery, so ANZ is still in my ‘good books’, although I have my reservations towards their marketing approach that seems to favour administration over people/customers.
Recommendation – Gifts are wonderful things to make relationships warmer. So, if you want to give a gift, give it personally. Don’t build an administrative process around it. Don’t ask people to go and fetch it.
Case 3 – My wife drives a 6-year old VW Golf. It happens that for some radio buttons the colour flakes, but my main point is that some other buttons, e.g. operating the power window, became somewhat sticky because the coating material melted, very unpleasant to touch leaving some black sticky substance on the finger. Since the buttons are part of a bigger assembly, the replacement would cost a bit more than a few dollars. My argument was that for a German car this should not happen and they should offer me a solution, of course hoping for a goodwill replacement. Their stand point was that after 6 years there is no more warranty. We had 4 to 5 email exchanges arguing our viewpoint, of course the tone becoming increasingly stubborn and threatening. To be fair, finally the service manager rang me and we came to a just about acceptable solution. I am sure both side have spent a few hours working on the case/emails. And looking at the real cost price of the part it is really a very small matter for VW. Why are these arguments and customer agitations necessary?
Recommendation – If it is a small matter, it is often not worthwhile to bother who is right or wrong. Just give in. Settle the case. The other party is happy with you and that will be beneficial for the long-term business and relationship. And the old rule still applies, unhappy people (customers) talk much more about the issue than happy people, i.e. there is a big potential for damaging ones reputation and prospects.
Case 1 – Recently I flew back with SQ from Zurich. As usual SQ will give you a nice menu and the menu said ‘Fancy a snack between your meals? Simply take your pick from our range of delectable snacks when our cabin crew comes around during snack service.’ Well they didn’t come around. After I enquired about the snacks they told me that they don’t come around to offer the snacks otherwise they run out of snacks too quickly. What a …. comment! I personally, and I know many others as well; get very upset when simple promises are not being met. If you don’t want to walk around offering snacks, that is okay, then re-word your offer.
Recommendation – Don’t give a promise, just to make it sound nice, that you are not willing to keep. Don’t explain why you are not keeping your promise. You can never win this argument. Keep you promise.
By the way, do you know what delectable means? I didn’t. I had to look it up. It means something like delicious.
Recommendation – Use a language that most of your target audiences understand.
Case 2 – A few weeks ago I opened an account with ANZ Bank. Based on the amount I invested, I qualified for a gift. Well, that was not the reason for me to invest with ANZ, but, of course we all like gifts. In order to receive the gift they asked me to sign a 2-page document, based on which ANZ will issue a redemption letter required to collect the gift at a nominated merchant. Signing legal documents and running all over town for a gift, admittedly a valuable gift, is not the thing I like to do, so, I asked them to keep it. To be fair, my relationship manager has done a great service recovery, so ANZ is still in my ‘good books’, although I have my reservations towards their marketing approach that seems to favour administration over people/customers.
Recommendation – Gifts are wonderful things to make relationships warmer. So, if you want to give a gift, give it personally. Don’t build an administrative process around it. Don’t ask people to go and fetch it.
Case 3 – My wife drives a 6-year old VW Golf. It happens that for some radio buttons the colour flakes, but my main point is that some other buttons, e.g. operating the power window, became somewhat sticky because the coating material melted, very unpleasant to touch leaving some black sticky substance on the finger. Since the buttons are part of a bigger assembly, the replacement would cost a bit more than a few dollars. My argument was that for a German car this should not happen and they should offer me a solution, of course hoping for a goodwill replacement. Their stand point was that after 6 years there is no more warranty. We had 4 to 5 email exchanges arguing our viewpoint, of course the tone becoming increasingly stubborn and threatening. To be fair, finally the service manager rang me and we came to a just about acceptable solution. I am sure both side have spent a few hours working on the case/emails. And looking at the real cost price of the part it is really a very small matter for VW. Why are these arguments and customer agitations necessary?
Recommendation – If it is a small matter, it is often not worthwhile to bother who is right or wrong. Just give in. Settle the case. The other party is happy with you and that will be beneficial for the long-term business and relationship. And the old rule still applies, unhappy people (customers) talk much more about the issue than happy people, i.e. there is a big potential for damaging ones reputation and prospects.
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