More Tales from the Kitchen

As you know we recently had our kitchen renovated. I had an experience with the hardwood flooring company that demonstrates how to irritate a good customer, when a very simple change in language would have had exactly the opposite effect.

We have paid the bulk of the contract, but I hadn't paid the final small outstanding balance pending their return to make a couple minor repairs. Nothing serious, no problems -- just a little touch-up. They we fine with the request and made an appointment to make the adjustments. So far -- everything is great.

However, the day before our scheduled appointment I received a call, indicating that they would not be able to come and make the repairs until the outstanding balance was paid. I explained that these were not repairs, but were in fact, 2 boards that were installed incorrectly and therefore I saw them as part of the original work that still needed to be completed. I also indicated that I had a cheque already made out, which they would be given when the job was completed to my satisfaction.

A discussion ensued about their business practices and risk of continuing to do work when bills weren't paid etc. etc. -- all the while telling me I was a valued customer since 2002. Lots about their issues, but none about my desire to have the work completed correctly before final payment.

The caller (who had been our sales person) closed by stating that he would make sure the installer would arrive as scheduled and he would deal with any internal issues.

So how could they have handled this situation better and still achieved their desired result of getting payment?

How about, "Mr Hogg, we are scheduled to be at your home tomorrow and I notice that you still have an outstanding balance. Could I tell the installer that you will have a cheque for him, or would it be more convenient to pay by credit card?"

They could even have added, "Normally we do not do follow up calls when there is an outstanding balance, but because you are a loyal, longtime customer we are pleased to make an exception." if they needed to clarify expectations.

I don't know about you, but the second scenario, lets the customer know what your expectations are while at the same time communicating that they are a valued customer.

How do you handle similar situations? Do your statement of policies potentially offend, or can wording be changed subtly to set expectations and still create a positive experience? Try out some of your answers while wearing your customer hat and find out.

Cheers!

Bill's passion is improving business results by working with leadership teams to change employee behaviours. He does this by equipping leaders with the principles, processes and tools to cultivate an engaged customer-focused culture.

As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.

For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/