On Saturday i finally got my TV repaired. (i’ve blogged it the bad experience i had here)
I say “repaired”, the company who were repairing it on behalf of the “catalogue store” i got it from decided they couldn’t fix it so i was given a new one
The last seven weeks have been one giant customer service nightmare as far as i am concerned
It rounded off with my going to said “catalogue store” with my busted TV to pick up my new one as promised on the phone
When i got there no-one knew anything about it and it took me 45 minutes to sort it out (Bleugh!)
In contrast straight after me, the wife and the little one went to our favourite in town “eatery”
On the table next to us were two ladies, when the waitress (is that the correct term?) came over with the food she slipped as she put the plates down and the sauce that was on the meal splashed on the customers clothes.
Obviously she was very apologetic and did her best to get her cleaned up.
What impressed me was how she dealt with it.
While she was helping the lady get cleaned up she told her that if it stained in any way to come back and they would replace it. She then went away and came back with two fresh meals as well as the cash for a full refund of the food they had purchased
She realised the customer had a problem and did everything she could to fix it as fast as possible. When those two ladies are next in town they wont think
“Remember when they threw that food all over me, I’m not eating in there again”
it will probably be
“Remember how great the staff were in there, shall we go in again?”
The store were quite happy to take the hit of a couple of meals as people talk. Those two ladies will tell their friends about the great experience they had.
And we all know how powerful word of mouth is when it comes to business!