Yesterday, I mentioned our struggles getting a pizza delivered to our home. Jet’s didn’t have a driver and so lost out on the business. We then turned to a local chain called the Pizza Company. They make pretty good pies and even offer to replace an inferior pizza you may receive from another company for free.
We call and place the order. The young lady was extremely competent and helpful on the phone. She gets the entire order correct and I am confident. The delivery man shows up at our door in a reasonable time, but I notice that he has brought the wrong 2 liters of pop. Shannon craves her diet cola and they brought a Mt. Dew. We bring this to his attention and he begins to tell us Mt. Dew is what’s on the slip and so that must be what we said when we placed the order. Nothing like telling the customer he’s an idiot. He then realizes he read the slip wrong and with a frustrated tone says he guesses he will have to go and get us a replacement. I guess when a business promises to deliver what the customer wants, they have to follow through. How frustrating!
The promised replacement never arrived.
If you can’t get a little thing right, like following through with a bottle of pop, you’re going to lose a ton of business from a pizza connoisseur.
Smart businesses make up for small mistakes in big ways. Call the customer. Inform him that the next time he wants pizza to call and the order will be on the house. That’s how you make a customer for life.
Little things add up to big things.
Joel Stiff's Adventure 