Below is an Autogenerated Transcript

Hey now folks I want you to look real carefully at what’s inside this circle and let’s ask ourselves “what does it say” if a customer has a problem with your organization or with you or your company and you fix the problem you’re only gonna get back that much of the loyalty that you lost and you know what I’ll bet in most of your organizations when something goes wrong people say “Hey, I fixed the problem” like the story’s over, the story is not over!

If you fix the problem and you’re nice about it you’ll get back to where you were before the problem ever happened but if you do something more, something extra something a little bit unexpected you could actually bounce their loyalty up higher than if the problem never even happened.I call this “bouncing back”,  without standing service recovery and I want you to write it down bouncing back…with impeccable service recovery.

Now my story is about a bank but you all don’t work in banks some of you do but most of you don’t so let me give you one more story but it’ll make it a personal story about you and then you tell me whether or not you think this principle is really true.  I want you to leave this seminar today this Congress and I want you to go out and I want you to find a boutique that sells Italian leather shoes and I want you to find yourself a brand new pair of Italian leather shoes and I want you to pay seven hundred ringgit.. cash. When you get home with your brand-new shoes, what are you going to do with the shoe box? Hey for 700 ringgit you’re gonna keep the box. What are you gonna do with the bag that has the brand on the side of the bag, keep it? What do you do with them? I don’t know but nevermind keep it. What are you gonna do with that little piece of paper that’s your cash receipt? oh come on you don’t have a big pile of cash receipts at home what are you gonna do with it? Throw it out a week later.

I want you to go walking down the street wearing your brand-new shoes and you’re gonna step on one of those metal grates in the sidewalk and as you lift up you’re gonna feel a tug turn around just in time to see that the heel has popped off and is going splash! into the water you’re gonna go “Oh” start walking like this “Oh my goodness these are my Brand new.. I just paid seven hundred.. and they hit …the heel shouldn’t pop up my brand-new shoe …”and by the time you get home you are absolutely committed to returning these shoes so you take the shoes and you put them back in the shoe box you put the shoe box back in the bag you take the bag and you go back down to that boutique and you go walking in to return these shoes but as you walk up you’re a little bit nervous because you don’t have your.. Nevermind.

You get up to the counter and the fella goes “Hi can I help you”  you say “Yeah I uh.. I just bought these brand new shoes here and well as you can see..” and he opens up the top and goes “hey the heel popped off” and you say Exactly right! You know, brand new shoes I didn’t think it’d happen, I came to return them so I can get a new pair of shoes” he goes “No problem! Do you have your..?”what do you do?  “Oh uh what well no no I paid cash but but you remember me don’t you I was here just wait you go don’t you remember me?  At that moment how anxious do you feel?  Real anxious. 

Now imagine, he looks at you gives you a smile and says “We do sell that brand of shoe, here I am so glad you brought them back so we can set this right” takes the box and puts it under the counter on his side gives you a nice big smile and says “Now would you like another pair of the same model, same shoe, same size or would you like a credit for the full amount and you can look at some of the new shoes that just came in” How do you feel?  Ah, relieved. You say “No no same shoes actually, I like the same model if you could just.. ” he goes “No problem” goes in the back to get you another brand-new pair of the same shoes, same model, same size.

You take him you try them on you check the heel you know see you put a brand new shoes you go “Thank you so much” he puts them in the back you’re almost out the door and he goes hold on one minute and he goes in a hold on a second and he goes over to the rack that has the branded socks hanging from it and he spins the rack and he looks at you and he looks to shoes up picks one of the socks folds it up and puts it inside a little paper bag folds it shut and tapes it walks over to you and says “For you, a gesture of appreciation to thank you for coming back so that we could set this right” and you’re looking at him going  “Thank you.. that is very nice of you, thank you, thank you very much” and out you go.

The next time you buy yourself a pair of expensive Italian leather shoes would you go back to that shop yes or no? Yeah! you would bring back your ‘repeat business’ would you tell other people about it? Yes, you would. spread positive word-of-mouth.  Hey, you would go back to that same boutique, but that boutique sells shoes where the heels pop off!

Let’s face it, heels pop off in life right? I mean figuratively and literally things go wrong you never know when but what you do know is that if something goes wrong with something you bought from that boutique they’re gonna set you right. You don’t know that about any other boutique in all of Malaysia so your loyalty to that shop goes higher than if the problem had never happened.