Never blame defend or explain (part 2)

Last week my wife and I had dinner at one our usual haunts. After giving some feedback to our server about one item I ordered that was less than satisfactory, I was dismayed at his response.

He was very nice but he launched into a lengthy explanation of how the food was prepared. And then he blamed the corporate office for the problem. Finally, he suggested I contact the corporate office directly because they’d be much more likely to listen to a customer than an employee.

Aside from going TMI (too much information) on me, he wasted my time. I had no interest in hearing all that. What I wanted was simple:

1. An apology because the food did not meet my expectation

2. Assurance that he would get my feedback to the right people

3. Ask me if there was anything he could do to make it right.

That’s it. That’s all I wanted. And that’s what most customers want. Anything else just wastes time and makes it more likely that customer will stop offering feedback. Or they’ll stop being a customer. Either way the company and the customer lose.

The article was written by Kevin Stirtz