Iâ€™ve written often that one of the ways to create goodwill, positive buzz and happy customers is to exceed expectations. Responding proactively to problems offers, in my opinion, one of the easiest ways to exceed expectations available.
Problems happen, thatâ€™s a fact, and you can choose to respond to customer challenges, problems, let downs, screw-ups and mistakes in one of two ways. You can ignore them and create the kind of friction that drags your trust into the ground or you can respond in such an over the top, out of control, nobody does that kind of way that can turn problems into gold mines. If you want to exceed expectation, choose the latter!
Most everyone is familiar with the Nordstromâ€™s policy of refund â€“ no time limit, no receipt, no questions asked. Itâ€™s an example given whenever someone talks about customer service, but itâ€™s really a signature response to a customer problem and itâ€™s become something that creates incredible word of mouth for them.