You mess up an order, upset a customer, make a huge mistake, how to handle them and WIN
It’s a good policy to just figure out what you’re going to do IN ADVANCE. What will you do when you or an employee makes a mistake? Don’t wait for someone to be angry or disappointed, figure it out now.
- Just like the Hitchhikers Guide to the Galaxy – “I like the cover,” he said. “Don’t Panic. It’s the first helpful or intelligible thing anybody’s said to me all day.”
- If you Panic you will make an irrational decision.
- Panic will yield an emotional response and you want to make a business decision, not an emotional one.
Be nice to yourself
- You aren’t stupid or a fool. You made a mistake, all humans do every day.
- You will make another mistake tomorrow, probably later today. It’s ok.
Figure out a plan
- You will have to address this mistake, what the plan?
- What could you do?
- Print wrong logo on shirts – you have to order new ones and reprint
- You ordered wrong color shirts – will customer be ok with that?
- You forgot to file your quarterly taxes – call CPA
- Forgot to order shirts – now order will be late
Contact the customer (etc) ASAP
- Don’t wait for ALL the answers (necessarily) first
- Make sure they know and they have time to react
- Be ready for attacks and an emotional response
- Agree to a solution
Aside – How to apologize properly according to MindTools “How to apologize” which sites psychological research
- Express Remorse (you ARE actually sorry and show it)
- Admit Responsibility (It was your mistake or your business’s mistake)
- Make Amends (what can you do?)
- Promise it won’t happen again (you learned a lesson)
Figure out the source of the problem
- How was the mistake made?
- Is there something you could do differently next time?
- Can you add extra quality control?
What to do if?
- What if they want to cancel their order
- What if they want the order 100% for free
- Should you give a discount or refund
- Should you offer free items next time?
- What if you cannot resolve it on the first call?
Mistakes are part of business, if you handle them well, the customers you made a mistake with can become your biggest advocates.
Podcasts for Reference:
Episode 63: https://customapparelstartups.com/episode-63/
Episode 106: https://customapparelstartups.com/episode-106/
Episode 55: https://customapparelstartups.com/episode-55/
Products Mentioned in this Episode:
Epson F2100 DTG Printer: https://coldesi.com/epson-f2100-dtg-printer/
Vapor Apparel: https://colmanandcompany.com/vapor_apparel.html