“It’s the putting Right that counts”
Written on 7:18 AM by RadhikaR
If you're from the "Windy City" across the ditch (NZ) you'd recognise this catch phrase. From the time television went live over there, this tagline from the store L.V Martin & Sons was heard time and time again. First from Alan Martin, then later on by his son, Neil Martin. It became an institution and was often mimicked whenever an issue was fixed.
This phrase was the first thing that came to mind came to mind for me when I had a not so great experience initially but someone who clearly placed a great deal of their focus on the "customer experience" managed to turn around (full points and achieved entirely by email).
I learned a couple of things from my own experience that got me thinking about really hits home when it comes to a great CE experience:
- I didn't care WHO dealt with the issue, just so long as someone did. Would I have been more impressed that the MD of the store or another senior member of their business had responded? Very much doubt it.
- Being kept in the loop – it was a simple formula
Thank you for your message… acknowledges the issue and offer to investigate
Take action … there is an issue and here is what we offer to do…
Does that work for you? … it was nice to be asked whether the solution would help, don't assume that it does
Follow up … this is what we have done as agreed and please let us know for whatever reason whether this meets your needsWill I go back for my annual excursion to that store now? Yes I will, but what's different this time is that I'll be telling other people like yourselves, why I will.
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