We all fancy a perfect cup of coffee to start our day. Expectations are high, especially when someone else is making it for us. So I was fair to get angry when my partner didn’t brew it perfect for me. Time for him to light a LAMP.
We can always improve. We’re normal people “The Mango People” and have absolutely no problems admitting we’re not perfect. While we always aim things to go right 100% of the time for every single customer, we do slip sometimes. Despite every effort and will, we do go wrong sometimes in the realistic world. What is most important in realistic world is learning from mistakes, correcting them and moving forward.
When you receive negative feedback from a customer, use the L.A.M.P. approach (This is just my personal term, it came up with my morning coffee)
Listen
Let’s give the customer our ears. What does this customer have to say? Why are they saying it? What happened during their experience to take it down a bad road.
Acknowledge and Apologize
We acknowledge that a bad situation happened and apologize for it. We own up to the mistake.
Make it Better
What can we do to turn this situation around? We give our time, free service and whatever else it takes to fix the problem. If we cannot fix it, we escalate issues to someone who can.
Push Improvement
After the dust clears from the bad experience and the customer has rode off happily into the twilight, we’re left with one question, “how can we make sure this doesn’t happen again?” We’ll improve our methods by learning from what went wrong.
