What Can I Do to Make Things Right?
By Admin | June 17, 2015
Errors can and do occur every day in every business and in life generally. Often, the aggrieved parties will not tell you of their experience, though they may tell others.
When they do confide in you, it is often no more than a plea to have their feelings acknowledged. This is your opportunity to utter the eight magic words:
“What can I do to make things right?”
Now, there is tremendous power in backing up your verbal discussions in “making things right” with a hand written “Sorry” card. It is written evidence of your acceptance of responsibility for the error and an opportunity to re-iterate the correction process you have put in place.
The following statistics should affirm your thoughts on the power of the “Sorry” card.
- Between 54% and 70% of complaining customers will do business with you again if you resolve the complaint to their satisfaction.
- If you resolve it on the spot, 95% will do business with you again.
- On average, a satisfied customer will tell five people about the problem and how it was satisfactorily resolved.
In fact, I’ll go so far as to say that if you rectify the error to the absolute delight of your customer, there is every chance you will move the person from being a lost or lapsing customer to being a true advocate for you and your business.
What to say when writing the “Sorry” message:
Clearly, you will admit the mistake on the card and make mention of your rectification measures. If you are looking for a smart quotation to begin the card, a selection of appropriate phrases are listed a little later.
You might also thank them for bringing the matter to your attention, because only 4% of complaining customers will give you such an opportunity. Then, add a “sweetener” – something that says “Sorry” in a tangible way.
The “Sweetener” doesn’t need to be overly expensive and here are some suggestions:
- A double movie pass to the cinema
- An entry ticket to a sporting event
- A gift voucher to a prestige shopping centre
- A gift voucher for a bottle of wine – fruit bowl – flower arrangement
Who to send the “Sorry” card to?
Anyone really, but what about customers, staff, suppliers, associates, friends, neighbours – anyone with whom you need to mend fences.
A selection of witty/pithy sayings that may be useful:
|
To err is human, to forgive divine |
– Alexander Pope |
|
He is always right who suspects that he makes mistakes |
– Spanish proverb |
|
Even the best brewer sometimes makes a bad beer |
– German proverb |
|
He that has much to do will do something wrong |
– Samuel Johnson |
|
A good marksman may miss |
– Thomas Fuller |
|
All of us fail to match our dreams of perfection |
– William Faulkner |
|
It is human to err, but it is devilish to remain wilfully in error |
– St Augustine |
|
In all sciences error precedes the truth, and it is better it should go first than last |
– Hugh Walpole |
|
We have not passed the subtle line between childhood and adulthood until we have stopped saying “It got lost” and say “I lost it” |
– Sidney J Harris |
|
I have made mistakes but I have never made the mistake of claiming that I never made one |
– James Gordon Bennett |
|
A man who has committed a mistake and doesn’t correct it is committing another mistake |
– Confucius |
|
Intelligence is not to make no mistakes, but quickly to see how to make them good |
– James E Sweaney |
Here’s to more sales, profits and cash from your business,
Damien Parker
Business Improvement Specialist
www.salesprofitscash.com
Follow my Tweets: @salesprofitcash
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