The next day, UPS delivered not only the replacement slacks, but
tucked into the package was a handwritten apology and a hefty
gift certificate. Would I order from that company again? You bet
I would. Would I recommend their clothes to someone else? You
bet I would. Top customer service folks welcome mistakes because
they know it gives their firm a chance to shine. Whenever you
mess up and someone suffers because of it, make sure they come
out ahead, way ahead. I call the technique "My Goof, Your Gain."
Visiting an important client's office, I once tripped on a rug
and took a nose dive, making a three-point landing in a vase on
her desk. My nose was spared but her vase shattered into
smithereens. Two tubes of crazy glue and lots of "Where the heck
does this piece go" later, the vase was back on her desk, and we
agreed it looked pretty good. Nevertheless, the next day I had a
messenger deliver a beautiful vase, ten times the value of the
almost-totaled one, with a dozen roses in it.
Whenever we speak, my client tells me every time she looks
at the new vase, she smiles. (A better "incentive gift" than a pen
with your name on it, no?) The next time I visit her office, my
client may hide some of her more valuable breakables. But, thanks
to My Goof, Your Gain, there will be a next time.
325
How to Make 'Em Like
You (Even When You've
Messed Up)
✰88
09 (293-342B) part nine 8/14/03 9:19 AM Page 325
Copyright 2003 by Leil Lowndes. Click Here for Terms of Use.
Now, suppose it's not your boo-boo. It's theirs. How can you
make their goof your gain? Read on.