Advanced Problem Solving (turning a negative into a positive)
Sometimes no matter how good a company is or no matter how hard they try things go wrong. The law of averages plays a roll because if you are a good company you are doing lots of business and eventually somewhere something will go wrong. In the service industry this is especially true and this is a pit fall to beware, because in the service industry people are expecting something and if that something is not delivered exactly how they need it they will not be happy. One of the greatest strengths of any manager, business owner or sales person is turning a negative into a positive, turning that frown upside down.
When doing business in any capacity it is important to at least try to do the right thing. Operate according to the laws and regulations set forth by your industry and it usually doesn’t hurt to apply your own moral code during business interactions. Again this holds especially true in the service industry. Now lets face it ,those of you currently involved in the service world know that you cant possibly please everyone and sometimes certain people look for a problem. Situations especially like the latter seem impossible but this is not true, it is a matter of perception and understanding.
First when facing a dissatisfied customer it is important to begin to diffuse the situation immediately, do not antagonize do not be contentious try to assuage. Identify the problem, identify the cause of the problem, solve it and then make it right with the customer. Do this swiftly and professionally and the potential exists to gain a customer for life, this is turning a negative into a positive. The possibility exists because if the problem is properly solved and you can make that unsatisfied customer happy then that person has seen how you operate at your worst and will realize that it is not that bad. The next time they go to use your company they will expect the usual good service but in the back of their minds they will know that if something should go wrong that they have already seen the worst and it wasn’t that bad.
All Star Limousine is a Long Island, New York based company with an extensive global reach; we provide expert Wedding, Special Event and Executive Travel services throughout the Tri-State area and the world. We have over 30 years of experience in the travel industry; our attention to detail, 2013 top-of-the-line vehicles and professional trained Chauffeurs set us apart from the rest!
by Jarrad Kulick