Using Common Sense in Customer Service (Or Think before you speak - How they lost over £1,000 per month)

We just got home from a job we should not have done but as all things in life there was a great lesson here...

Jan and I were approached on Saturday by the owner of the facility that boards our horses with a request to help her over the Easter weekend by doing the maintenance on our horses on one of the holidays. Normally we would try to be of help if someone was in a bind even though our time is very precious.

Jan said yes.

Where this all went wrong was that after saying how she would really appreciate the favour the owner said 'Oh, good (to Jan's yes)! Then she went on to say that would save her paying her hired hand 'double' time.

Point of story: This woman wanted to save about £35 and ask us to take two hours of our time (every person in business is worth over £500/hour each) for her own convenience. We will be finding another facility as soon as possible after this.

Two key points to remember with your customers...

1. You chose to be in your business and your problems are not their concern

2. When they leave (as we will) it is very unlikely they will return (not to mention possible negative comments)

YOUR CUSTOMER SHOULD BE A HAND SELECTED IDEAL CUSTOMER FOR YOU AND THEN TREATED AS THE ONLY ONE YOU HAVE - ADORED LIKE YOUR GREATEST LOVE SO THEY LOVE YOU BACK AND BECOME A 'RAVING' FAN