I’ve discussed this before on my podcast with Reset Your Journey (you can listen here), but it amazes me how customer service seems to be a dying art form in business. It feels like workers don’t care about their customers anymore. It often feels like employees no longer prioritize their customers. The classic phrase "the customer is always right" seems to have lost its meaning in today's workforce. I'm sure you've encountered this too, whether it's dealing with an unhelpful cashier in a store or calling about a bill, only to be put on hold for several minutes and then having the call "mysteriously dropped."
A Frustrating Camping Experience
This topic is especially on my mind due to a less-than-perfect camping experience I had this past week. Camping is supposed to be a time to unwind, not to deal with stressful situations! Unfortunately, we encountered several issues at the campground: our site was missing a picnic table, the electricity went out, we had to move from our site and then move back again once the electricity was fixed, and the site was unmowed. We've been visiting this campground for the past 20 years, and we've never experienced these problems before. Unfortunately, the campground was bought last year and is under new management, and the changes are showing—not in a good way.
Poor Management Response
I contacted the office about these difficulties, hoping for some acknowledgment of the issues. Later, I received a call from the office manager. Expecting an apology for our inconvenience, I was instead met with frustration. The manager was upset that I had contacted the office to make the complaints and insisted that my concerns were unfounded.
Handling Customer Complaints with Grace
Even if that were the case, I was astonished that a general manager would actually call their customer and speak to them in such a manner. As a business owner, I’ve had my fair share of irate customers, but I have always treated them kindly and respectfully, doing my best to solve their problems or at the very least, letting them vent their frustrations. This is where businesses stand out—by acting human and treating their customers as such. How you handle these difficult situations, whether the fault lies with you or the customer, determines whether you get referrals or those dreaded bad reviews.
Going the Extra Mile in My RV Rental Business
An example from my RV rental business comes to mind. We once received a customer complaint because the camper they rented didn’t have a TV. While I initially thought they could go without since it’s camping, I apologized and assured them I would fix the problem. My husband was delivering another camper in a different area, so I took my three kids to Walmart, bought a TV, and drove an hour to install it in the camper. I had no idea what I was doing, by the way, lol. Nevertheless, I managed to install the TV and drove back knowing I had a happy customer.
The Importance of High Standards in Customer Service
Experiences like these highlight the importance of maintaining high standards of customer service in all industries. Acknowledging a customer's issues and working towards a resolution can turn a negative experience into a positive one, fostering customer loyalty and trust. Let's remember the true essence of customer service: making sure the customer feels heard and valued.
Book Recommendation: Unreasonable Hospitality
I am currently reading Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect by Will Guidara for our Firestarter Book Club. This book serves as a great reminder to business owners of how much your business can grow when you prioritize the customer.
“In my experience, people usually want to be heard more than they want to be agreed with. Even if neither of them managed to change the other’s mind, at the very least they’d have shown each other respect by taking the time to listen.”
-Will Guidara
And if you’re not a business owner but a consumer, take this as a reminder to reward those businesses that go above and beyond for you. Leave that 5-star review, make a post on social media, and tag them. It's easy to share our bad experiences, but we often don't take the time to spread the word about the good ones. I challenge you to leave a review for one of your favorite businesses today, it will mean more to the business than you could ever know.