Customers, Clients & Patients for LIFE Part I

     Customer Service Stories are some of my favorites (good ones and bad ones). Here is the beginning of a series about keeping your customers for life and recognizing where you want to BE a customer.

1. When there is a mistake/misunderstanding (financial or otherwise), take it off the bill.

     At the Nordstrom Cafe, my lunching friend had purchased a slice of white chocolate cheesecake.  She happened to glance at her receipt (half way through the treat) and noticed that she had been charged a dollar more than the “sticker price” the dessert had advertised in its case.  I encouraged her to just make a comment (for the benefit of future connoisseurs).  When she did so, the attendant gave her a full refund and apologized!  Now THAT is why my friend’s great-grandchildren will be eating and shopping at Nordstrom generations from now.

     Chris took me to a very authentic Italian restaurant in the Lake Union area of Seattle last week.  We started the dinner with the most incredible limoncello & prosecco aperitifs.  I had a hankering for calamari to start but so sadly it was SUPER fishy!  The busser asked if he could take it away once he assumed I was “done” with it (I hate wasting food) and asked if there was anything wrong.  Since it was the busser and not our waitress (thinking the buck would stop there) I mentioned the strong/old flavor.  Probably won’t be coming back here I thought.  After pasta, a few glasses of wine and gelato with poured espresso dessert, the waitress brought our receipt sans the calamari charge.  “The busser told me of your experience and I removed it from the bill,” she revealed.  “We are very sorry.  Please accept our apology.”  Since the ambiance, refreshments, service and rest of the food was spectacular, we will SURELY be returning!  The restaurant is SERAFINA.

     These dining experiences are trivial in comparison to say a medical “mistake.” The bigger the harm, the bigger the allowance.  Other compensations could include gift certificates/credits for the future to ensure a return/happy customer.  These offerings are most effective when made quickly and apologetically. Remember, the apologetic surgeon usually gets in less trouble than the one who refuses to take responsibility.

     Now it may sound like I get excited about getting things for free.  That is true.  What is more true is that I LOVE spending money.  I LOVE spending it on:  exceptionally fine things, people who care, nice people.  We left a huge tip for our Serafina waitress and our bill was lofty.  The “loss” of a plate of calamari is quite nominal to a restaurant.

1. a. If you feel there is an injustice, you are entitled to asking that it be taken off the bill if it that option is not offered to you.  The best results come with patience and kindness.

P.S.  If I wasted your time by having you read the article and you dislike it, I will gladly refund you 7 minutes of your time.  Please email me.  

Please share an experience where something has been taken off your bill due to poor quality or a calculation error.

(Nordstrom Catalog Cover scan by fervent-adepte-de-la-mode, via Flikr)