Repairing relationships feels great. I took me a while (too
long) to get over my own emotional immaturity to realize that I was
mistreating a customer. The "aha moment" for me occurred as I was
comment regarding service and customer relations on Eric Stoller's
blog. It was clear to me that I needed to heed my own
As soon as I got into my office I set about to make things right
for a customer that I had under-served. Here is the opening and
closing of my email to that customer:
"You are right. I would not want to be treated this way
by my vendors. Forgive me for taking so long to come to that
conclusion...Thank you for helping me be more aware of how I am
serving (or not serving) my customers."
I immediately felt better, but the best was to come. The
customer's reply was prompt:
"Thank you very much, and we appreciate your integrity!
We have always liked your product and will be happy to continue
supporting and promoting it."
I would not doubt if that customer was cursing my name and
ProWorks just a day ago. With very little effort beyond making an
honest investment into the relationship a very positive
outcome has been reached. I even hope that our relationship with
that customer is now better than ever. I will tell you that it was
absolutely worth the emotional investment. Doing the right thing
Thanks, Loyan, for sharing this with me. Very interesting how integrity isn't being perfect but simply being authentic.
You are welcome Bill. And thank you for sharing your thoughts on the topic of customer feedback at http://www.summitsmallbusiness.com/blog/social-media-means-having-to-say-you-re-sorry with us.
Loyan- it feels like the SMB could camp out on this topic for some time. Much to learn all around, but oh so gratifying as you start to walk it out. As always, thanks for the candor.
It's awesome to see how this story of honesty and integrity in customer relationships is unfolding. We've seen in the span of just a couple weeks some of the best and worst examples of how to handle criticism.
Thank you for sharing your experience Loyan.