by Mark Campanale, Digital Marketing Manager
Accidents, mistakes, and bad experiences happen; and ‘happen’ is a great word, as it means ‘come to pass’ or ‘took place’, which I take to mean ‘opportunity!’ Yes, ‘opportunity!’ with the exclamation point.
When bad things happen in the workplace, you can do 1 of a million things:
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- Take the opportunity to make it great, or an ultimate customer experience, or
- The other 999,999 things that aren’t #1
I once overheard a manager talking to one of her employees who had just created a fresh ‘opportunity’:
Employee: “I just screwed up. Bad.”
Manager: “Let’s walk through it, and see how we can work together to fix it.”
It doesn’t matter what the rest of the conversation was, the manager empowered the employee to right the wrong, and win over the customer. The manager knows how fast and powerful bad PR can be, especially with social media. By creating an ultimate customer experience born from a negative, the freshly WOWed customer brushes off the ‘accident’ and is back on track to becoming a loyalist, and quite possibly and evangelist.
Yesterday happened; today is happening!