We've all had that time when our experience of a product or service didn't quite turn out the way we hoped.
A cable tv subscription that excludes just one of your favourite channels. The expensive dress that's one size smaller than the ideal fit. That moment when the server returns to say that tiramisu was just sold out.
Oftentimes it's not the fault of the supplier. It's the customer's mistake, oversight, or merely unfortunate circumstance. So these disappointments tend to be accepted in good faith. At other times, there might be some sentiment, heightened expectation or dire need. Like if that missing channel has exclusive rights to show the big game. Or if the dress is your daughter's gown for tonight's prom. Or, that slice of tiramisu is your terminally ill best friend's last craving. Then, the displeasure is multiplied and it can potentially affect your perception of the provider... permanently. As unreasonable as it may seem, you sure wish you could demand a remedy.
But what if there's no need to demand it?
As providers of goods and services, these situations often present us with two choices: remain numb, leaving the customer dissatisfied, OR, do whatsoever it takes to flip the mishap. Wherever it's possible, embrace the latter. It's your most golden opportunity to create a loyal, raving customer. As the saying goes, "it's not your fault, but it is your problem".
So, let them have that unsubscribed channel, just for the game. Dispatch your tailor to mend that dress, at no additional charge... and make more tiramisu!
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