A friend of mine was complaining “Company X is late again.” For the second time, they have forgotten to send his order somehow.
No doubt this experience is not a unique to him. You have probably had this happen too, but how these situations are handled varies widely.
He called Company X, explained the situation, and they helped him quickly, respectfully, and without questioning his struggle.
They informed him that the first order had been sent to another address he had given them. They then calmly explained the issue with the second order (for which he realized he was partially responsible as well) and shipped the product to him without hesitation.
He received the package a few days later and, to his surprise and delight, the customer service didn’t stop with the phone call. They sent 3 times what he was expecting – despite not being at fault.
They included a duplicate of his first order, his second order, and the following month’s order as well just to ensure it arrived without issue.
You’ve probably heard the expression, “Under-promise; Over-deliver.” That’s exactly what they did.
By marginally increasing their cost at the time, they won him over as a customer for life. Instead of complaining, he now sings their praises. Brilliant.
It only makes sense to treat your customers well, even if they don’t deserve it. Not to say you should let people take advantage of you – though some people probably will – but the risk versus reward is in your favor.