Customer service, customer obsession, customer experience are buzz words that are prevalent nowadays. It is very important, even critical, for companies to be customer-centric. No customers mean no revenues. Simply, the goal is to attract customers, keep them coming back and get them to refer us to their friends.
However, we sometimes fail in our delivery of service. What do we do then? How do we recover irate customers? Customers that we failed to service correctly. We have two options; we recover them or we don’t.
We were at Pizza Hut Robinsons Galleria three days ago. Our experience with that branch was terrible. A spoon drops in front of a server as she finishes taking our order. She simply ignores it, does not bother picking the spoon from the floor and walks away. We needed to remind them about the mushroom soups we ordered. The soup (appetizer) was not served at the start of the meal but in the middle. The chicken we ordered was served after we finished our large size pizzas – two of them in fact. As expected, we could not eat the chicken we ordered anymore.
As we were leaving we passed by the restaurant manager who’s back was turned to us. He did not bother thanking us for coming. The restaurant manager was busy scrolling through his Facebook account.
Yesterday, we went to a newly opened restaurant – DC Superheroes Café. It was the first day of their soft opening. As expected, we faced a lot of issues. However, the difference in service recovery between the Café and Pizza Hut was glaring. Pizza Hut did not bother recovering their unhappy customers.
DC Superheroes Café clearly showed great effort apologizing for their short-comings and making up for it. The owners themselves walked over to apologize and asked for our suggestions. The servers kept their smiles as they tried their best to cope up with the process inefficiencies. By the end of our meal, the owner of the Café had become chummy with our ten-year-old son. As we left we are more forgiving of the issues we faced with DC Superheroes Café. We will be dropping by again the next time we are in SM MegaMall.
Customer Service Recovery at its best and worst. Service Recovery makes for a huge difference in customer experience.
Do you have a Service Recovery policy or process in place?