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Three Steps to Build Big Fans and Gain Loyal Customers When You Make a Mistake

Three Steps to Build Big Fans and Gain Loyal Customers When You Make a Mistake

Lessons Learned from a Missing Rug

As a coach, I often share my real-life experiences to help drive home important lessons. 

Today’s story is about my recent encounter with a company that turned into a lesson on how to keep your customers happy – even when things go wrong.

The Rug

My dog – bless her furry soul, decided a living room redesign was in order.

I needed a new rug, and fast, so I hopped online and ordered one from rugs.com 

Easy. Simple. Right? 

The rug never arrived. 

Lost in Delivery

Three days after it was supposed to arrive, I reached out to customer service.

They offered a simple “let’s try again” without explanation or apology. 

A week later … 

The rug was still MIA.

How To Do It Right

The second call was the same experience. Except this time, the “try again” was a mistake

This whole ordeal is a crash course in what NOT to do in customer service. 

Here’s how you can avoid it:

  1. Apologize with Heart: A sincere apology is powerful. Acknowledge the mistake, show you understand their frustration and express genuine regret.
  1. Action Speaks Louder: Don’t just say you’ll fix it – explain the steps you’re taking. Be transparent, set clear expectations, and keep them updated every step of the way.
  1. Offer a Sweetener: Show your appreciation for their patience with a discount, free shipping, or a bonus item. It shows that you value their business and want to make things right.

Remember, every interaction is a chance to build trust. Following these tips, you can turn a negative into a positive, leaving your customers feeling valued and happy. 

Happy customers are loyal customers, and that’s the kind of sales magic you want!

Is your business ready to turn customer frustrations into opportunities for loyalty? Janicek Performance Group can help train your team on the communication standards needed for exceptional customer service, especially when things go wrong.

PS: If you need quick help before a big or small presentation… we’re here for you. Book a tune-up or rehearsal session with our executive performance coach, Raechel Karas, here.