Art Jacoby's Monthly Newsletters
Newsletter Library - April 2006
Don't Make Excuses
Your company’s soul, and its relationship with customers are revealed by how you respond to complaints.
Some companies deliberately deny and deflect responsibility for mistakes through policy and procedure. They give the customer a hard time and wear them down so that the majority of complaints go away. Other companies ignore complaints out of laziness, incompetence or a culture that isn’t concerned with future consequences.
Do you take responsibility when it is reasonable to expect results from your business and you don’t perform adequately? Do you reach for that extra gear, take the initiative, and try to accomplish a better result for the customer?
We can minimize potential problems by developing a clear and acceptable scope of work with timelines and responsibilities before performing work. Then, when problems arise, as they invariably will, we can make extra efforts to solve them and elevate our relationship with customers...
Don’t make excuses, solve problems.
Art Jacoby advises high potential growth companies.
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