Years ago, I was working in sales at a hotel. The Grey Cup was coming to Winnipeg and we, like almost every other hotel in Winnipeg, were completely sold out. A travel agent called, desperately looking for a room for one of her clients. We couldn’t help her but I decided to make a few calls on her behalf. I called a few of our competitors and found a room in one of them. I reserved the room under the travel agent’s name, called her back and gave her the good news. She was thrilled and took the time to write a letter to my general manager, letting him know how much she appreciated that I’d helped her out of a tight spot. Even better, in the end, my hotel became her hotel of choice when a client needed a room in Winnipeg, all because I took the time to fix her problem by sending her to a competitor.
Chances are, you’ve been asked by a customer or potential customer to provide a service you don’t provide. In some cases, it may make sense to find a way to say “yes, I can make that happen for you”. It may even be a product or service offering you decide to make permanent.
Other times, the best answer you can give your customer or potential customer is ‘no, that is not something we offer.” Or perhaps you do provide what they need, but are out of stock or inventory and are unable to say ‘yes’, as much as you’d like to. Telling a customer or potential customer “no” is a customer touch point that needs to be handled with care and provides an excellent opportunity to wow.
There is a job I need taken care of at the hotel. I called a supplier that I incorrectly assumed could complete it for us. What I need done is outside of their scope of work. The person I spoke to was understanding and apologized for not being able to help. The moment was not handled badly. It just wasn’t capitalized on. My expectations would have been exceeded if after hearing ‘no’, I then heard ‘but here are two companies that can and come highly recommended.” That little extra bit of information would have said “‘I understand and I care.”
Do you and your team know who to refer customer’s to if you are unable to fulfill their request and is it being done?
Sometimes providing excellent service means sending your customer to a competitor. Know which ones you trust to take care of your customer when you can’t.