I was in Philadelphia for a convention a few years back and stayed at the very classy Downtown Marriott, adjacent to the Convention Center.
On the morning we were checking out, our bill was slipped under the door. Unfortunately, it was nearly double the rate I had been quoted.
I went to the front desk, expecting an argument. How could we be that far off? I had an email confirmation reflecting the rate I had been quoted–a very good rate, I came to find out. It’s true that at the last minute I had changed the number of occupants and bed sizes, but I didn’t think that should make a difference–at least not that much of a difference.
The lawyer in me was prepared to fight!
I told the clerk that there was a problem with our bill. She responded by saying that there were no problems, just issues that need to be dealt with.
How refreshing! She totally diffused the situation, and reminded me that problems are really opportunities in disguise. She didn’t argue or defend or excuse. She apologized, told us it would take a few moments, and set to work on her computer to create a new bill at the rate I had been quoted.
In the process, she made me feel good about the hotel. The memory that will forever be imprinted on my mind is not of the problem but of how they took care of me. They trusted me, respected me, and showed me they cared.
When you have a client with a problem or complaint, don’t be embarrassed or upset, celebrate! That problem is a opportunity to come charging in on your white horse to save the day.
Give them the benefit of the doubt. Fix it, in their favor. Do "the right thing" even if it wasn’t your fault.
Studies show that when a client has a problem and you "fix" it, they often become one of your best, most loyal clients. They feel good about you and return to you and tell everyone about how great you are.
When you travel to Philadelphia, you might remember that I told you that the downtown Marriott cares about its customers. Think about that the next time a client calls about a problem with their bill.
