Back To Top
Image Alt

Positive Problem Solving

Positive Problem Solving

When I was consulting with Mercedes North America years ago, I found that their most successful dealerships (with the highest customer service ratings) were differentiated by how they handled problems and complaints. It wasn’t that they didn’t have them, it was that they handled them rapidly and with great customer sensitivity.

“Problems,” said the most successful dealership owner I encountered, “are ironically the key to great service. No one raves about a hotel because room service was on time. They rave when it was late and the hotel apologized and picked up the tab.”

That doesn’t mean that you should create problems in order to respond to them so well! But it does mean that preventing them is a top priority and so is dealing with the aftermath when they inevitably do occur in an imperfect world.

“We’re very sorry we caused this problem, what will make you happy?” goes a long way.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Post a Comment

This site uses Akismet to reduce spam. Learn how your comment data is processed.