Friday, April 2, 2010

Poll: Should a business make concessions in the event of a mistake?

Businesses make mistakes. Here are three such examples:

1. A department store clerk may accidentally get a customer the wrong size shirt, or leave the ink tag on. In this situation, some stores have the policy that a discount should be applied to remedy the inadequate customer service.

2. A computer company may ship the wrong computer. In this event, one major computer company has the policy that they will exchange the wrong computer for the right one. Aside from free shipping on the new order (and return labels), there are no concessions.

3. An item may get damaged in transit. From experience with a damaged product, I'm familiar with Amazon's policy on this. No questions asked, they will ship a replacement item overnight. No charge, but very convenient.

4. My wife's Mary Kay agent accidentally forgot her order. When my wife called this to her agent's attention, the agent offered her six months of free makeup.

So, that brings me to the poll question of the week.

When the inevitable mistake happens, how should a business deal with it?

(a) Pretend it didn't happen.
(b) Just fix the problem by providing the initially requested product/service.
(c) Fix the problem, and provide a concession.

The poll is on the sidebar, and it is available for a week. Please vote early and often. Tell your friends to vote, and if you're on hold with a customer service agent, tell him to vote too. I look forward to seeing what you have to say.

1 comment:

  1. 4 said "Pretend it didn't happen"
    11 said "Fix the problem"
    16 said "Fix the problem and provide a concession"

    ReplyDelete

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