We have all experienced negative customer experiences. The restaurant meal that arrived cold, the tech gizmo that arrived in the mail that didn't work, the shoes that arrived in the wrong colour or the rude telephone operator when you called to complain.
If you can convert this negative experience into a positive one and if you exceed customers expectations, the relationship is renewed and stronger than what it was before.
The negative restaurant meal experience can still create a stronger customer relationship...
Restaurant meal arrives cold > Customer complains to the waiter
Scenario 1: Waiter apologises and replaces meal with a fresh warm dish
Outcome: Satisfied customer - likely to return but will remember the cold dish
Scenario 2: Waiter apologises and replaces meal with a fresh warm dish AND a desert on the house
Outcome: Delighted customer - will definitely return and will remember the free desert
I remember this when there is a blip in my relationship with a customer and find ways to recover and strengthen the relationship.
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