I recently discovered a blog written by Seth Godwin after reading a post by Mariana Wagner.
After reading just one entry I was hooked and subscribed to Seth's feed. Today, Seth had a post entitled "You're Right!" - You can read the post HERE.
Seth had a baaadd experience at a parking garage, wrote a complaint letter and received the following response: Sir, it really was 
your fault this happened to you!
Really?
His post struck a cord with me - I've recently complained to two different companies, and I received two totally different responses.
My first complaint was with an out of state mortgage broker. I won't rehash ALL the details.(You can read the story HERE.) Let's just say I wasn't happy about how the deal was going and I voiced my opinion. I was told by the president of the company: Let's just get through this and neither one of us will have to do business with the other EVER AGAIN.
Well, okay then!
Not the response I thought I would receive.
My second complaint was with the Internet provider, GameFly. My credit card expired the end of March. Their notification emails went to an account I rarely check. When I realized the account had been suspended, I went on line and updated my information. I was back to being a customer, but I had lost all my reward points.
A quick note to GameFly acknowledged I had let the account lapse, but I was still unhappy with loosing my points. I didn't think their policy was fair.
GameFly did quote their policy BUT they also acknowledged my frustration. They said they were sorry and my points would be re-instated after the next billing was posted.
Their response was quick, polite and included an apology.
Not the response I thought I would receive - - it was BETTER than I expected.
In my own business I strive to be quick, polite and go beyond what the public would expect.
With my own children, I strive to teach them not only the words "I'm sorry" but the meaning behind them.
I can only hope the person on the other end will say, "WOW, that was not the response I thought I would receive! I'm impressed!"
_____________
Contact Debbie DiFonzo, Broker, United Country VIP Realty, at 417-468-5900 to list your property for sale or to purchase a property in Marshfield, Conway, Phillipsburg, Lebanon, Long Lane, or Buffalo, Missouri.
To view all our listings and auctions, visit: http://www.uctheozarks.com/ and then visit: http://www.FindYourFreedomMissouri.com
Contact Debbie at: Debbie@ucvip.com
Copyright © 2008 By Debbie DiFonzo, All Rights Reserved. The information provided herein is obtained from multiple sources and is deemed accurate but not guaranteed.
Comments(7)