Tip of the week: Fix mistakes quickly and without arguing
Every business makes mistakes: wrong change, a late order, a damaged item. What matters is what happens next. A fast, sincere fix often makes the customer more loyal than if nothing had gone wrong.
Use a simple four-step approach:
- Listen fully without interrupting
- Apologise sincerely: "I am sorry about that"
- Offer a solution: replace, repair, refund or discount
- Check later that the customer is satisfied
Avoid blaming the customer or the supplier in front of them. Even when the customer is partly wrong, solve first and discuss later, politely.
Decide in advance what you and your staff are allowed to give without asking you, such as a replacement drink or a small credit. Quick decisions at the counter are powerful.
A boda boda rider who drops a passenger at the wrong stop and then takes them to the right one free of charge turns an annoyance into respect.
This week: write down the three most common mistakes in your business and your standard fix for each.