Mistake # 93: When things go wrong—run!

I am having a serious customer problem. Four people have spent the past seven days working on this account. Yes, we had mistakes. Yes we jumped into fix-it mode, changing procedures and the way we do things to better serve. But, there was a minor discrepancy — and not anything to do with what we delivered — where the customer became unglued (again. Screaming and threatening over the phone to us (again). The stress levels are at their highest. The nerves at their extremes. And we cannot, obviously, deliver to the best of this customer’s ability.

Tomorrow will be another packed day on dealing with with the continued madness. Here are a few suggestions I am trying to take:

(1) Don’t argue with the customer. Ever. Give facts and details on what took place the decisions made at the time. Take the blame no matter what.

(2) Compensate the customer for the poor experience (which we have already done).

(3) Change the approach immediately on procedures, performance, and how to reach your customer’s expectations.

(4) Identify who is the communicator to the customer. You? Your rep? Your CEO?

I’m about to say my Hail Mary’s for tomorrow…


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