"Our Take" |
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
4/9/07 - Coming Clean
Last week, I had the grand opportunity to spend time with my son skiing at Lake Tahoe for spring break. Monday night was the NCAA men's college final basketball game. While basketball doesn't rule our lives, it is the big game of the year and a perfect way to chill out after a day on the slopes. One problem: the television requires a remote to change the TV from the interactive home screen to the broadcast stations. And our remote didn't work.
Picture this: It is thirty minutes prior to tip off and the front desk promises to send someone right away. The game started without us because the maintenance man never arrived. I called the front desk again and was again promised that he would be there in a moment. He arrived right away and solved the problem - dead batteries - quite quickly.
Here's where the story takes a twist. I received an apology from the person at the front desk who took my first call. He said that he was distracted and never called maintenance. It would have been easy for him to "let it slide." However, his confession and apology went far to build trust and to show that he really cared. I bet he feels better. I know I do. Do you come clean when you make a mistake with a customer?
Gary Lemke, Publisher
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