Sometimes rescheduling, backing out of a promise or otherwise not being able to deliver your ideal performance happens. I’ve been told many times “It’s not whether a problem happens or not that will determine a customer’s final feeling towards the company. It’s how the problem was dealt with.” In fact, some of the most glowing reviews from customers come BECAUSE there was a problem AND the company dealt with it with grace.
But what is that magical formula? Here are a few ideas:
- Honest, Fast Communication (What happened, what is being done at present, what is anticipated)
- Openness to Customer Questions (Ease of customer being able to reach you)
- Willingness to Work With the Customer
- Being a Human Person
- Sometimes Offering Compensation (Follow the Golden Rule)
I recently received an email that is full of win from one of the web hosts I work with, RochenHost.com. In case you were wondering what many of the above suggestions should look like, I have included a copy of that email (date and personal information redacted). It’s an excellent show of marketing and troubleshooting. Notice how they broke it down and made it simple and easy to read quickly. Check it out:
This is an update to the maintenance window previously scheduled for 0001 until 0300 GMT / UTC on the XXX of September 2012.
Maintenance Window Update: Prior to initiating the maintenance window one of Rochen’s final quality assurance checks did not pass. Uptime and stability are our upmost priority and we have therefore taken the decision to cancel this maintenance window.
Impact: There has been no impact to customers. No downtime has occurred.
Rescheduling: This maintenance window will be re-scheduled sometime in the near future. Customers will be provided with a minimum of 24 hours notice.
Please don’t hesitate to contact us by opening a technical support ticket via the My Rochen customer portal at:https://my.rochen.com if there is anything further we can assist with.
Thank you for your understanding.
Rochen Systems Engineering