Give Customers the Benefit of the Doubt
September 7th, 2006 | Michael Pink
We are talking about applying mercy in the marketplace and specifically how we can make that a corporate value that we extend to our customers. Have you ever had a company extend a mercy to you that you didn’t deserve, but they helped you anyway? Maybe they got you out of a jam? What did that do to your sense of loyalty to that company? Can you see how it is a great value to choose as a corporate value?
Recently, a good customer of ours and a big fan of Selling Among Wolves told me that the cassette version of the Audio Coaching Program he had purchased years ago had inferior sound quality. He had never mentioned it before because he was happy with the content and now he didn’t even use a tape player. We had a 30 day return policy on any defective product and it had been several years. Imagine the surprise when a brand new set of CD’s arrived on his doorstop – no charge! Did we have to do that? Nope, but I’ll bet you Mark will continue to talk us up to all his professional colleagues for many more years to come.
Give your customers the benefit of the doubt. Give them what they don’t deserve. In other words, where possible, give them their money’s worth and then some! Extend mercy when you don’t have to and you will find mercy when you need it most. (Matt 5:7)
September 8th, 2006 at 7:22 am
I’ve heard that GRACE is getting what you don’t deserve and MERCY is NOT getting what I DO deserve. So in context of this lesson, we are to extend grace, rather than mercy.
September 8th, 2006 at 10:32 am
I was surprised and actually blown away. The truth be told, when the short discussion came up about the quality of the tapes, I had told Michael I was not concerned and that he should not even think about it. I had received so much more than the purchas price to begin with and only mentioned it because I was glad to see the CD’s come out that would eliminate any duplication problems that are inherent with tapes. Michael, You are definately a man of integrity and I sir am now ever more a walking, talking testimony to your ministry.
September 8th, 2006 at 11:13 am
This is probably the greatest value of a company that influences my loyalty to that business. If you want me to be your advocate in the marketplace, help me when I don’t deserve or expect to be helped and you will definitely reap the rewards.
September 8th, 2006 at 4:36 pm
Do things people least expect and you will reap unexpected blessings (if not here on earth then in heaven). What Michael did is what I call a “duh” or “aha” moment. Actions so simple and yet so profound that it catches even the most hardened individual to “sit up” and ask “why did you do that”? The evangelist Dr. Billy Graham once said “you love until they ask you why”?
Again, I say do the unexpected as Michael did and watch what happens. Even you may be blown away.
September 12th, 2006 at 10:23 am
Hey gang;
Been out of the country for a couple of weeks. Glad to see the comments come in. Bill, that statement has always helped me. I appreciate you sharing it. Will and David… You have encouraged me to look for more ways to serve our customers better and hopefully create the “WOW” factor.
And to “The Customer”… Thanks Mark for being such a godly example of integrity and a storehouse of financial wisdom as you continue to be a leader in the financial services business!