Én af de vigtigste ting, du kan gøre, er at behandle dine kunder med respekt – og det betyder ikke bare at du selvfølgelig løser deres problemer, men også at du taler til dem som mennesker – og ikke ud fra et manuskript.
Det er noget, som både Southwest Airlines og Zappos er rigtig gode til.
Her er en historie fra Southwest. Herb Kelleher er direktøren.
Kelleher received another letter of complaint, this time fro a San Diegan who threatened never to fly Southwest again because the on-board lav had the toilet paper roll installed upside down with the loose end coming over the top! He complained, “If Southwest is so careless with the installation of its toilet paper, how can I possibly trust its maintenance?” Kelleher wrote back, “What the hell were you doing upside down in our lavatory?” The response was a big hit with the customer, who was less surprised by the response than by the act that kelleher himself had read his letter and responded.
Jeg elsker den historie som et eksempel på hvordan du kan håndtere dine kunder med humor og respekt på samme tid.
