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Customer happiness is a box of chocolates

14th Mar 2013
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Occasionally we fail in our mission to champion small businesses and a customer gets frustrated.

At Clear Books when a customer has a bad experience we don’t want them to dwell on that. We want to get them back on side and feeling positive about the software, the team and the company.

We surprise our disgruntled customers by posting them a box of Clear Books chocolates accompanied by a sorry note from the team.

What do you do to turn an unhappy customer back into a happy customer?

Original Source: Customer happiness is a box of chocolates

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By User deleted
14th Mar 2013 15:31

Unhappy customer?

Not at Flash Accounting! All my clients are ultra-happy :)

But if I did screw up I'd apologise profusely and sort it out because that's what is most important to me as a customer. The worst thing to do (in my opinion) is to make excuses - that is guaranteed to wind me up. Accepting you're at fault immediately (assuming you are and its not the client / customer) and rectifying the situation, that keeps me happy. I wouldn't say no to chocolates (I prefer champagne truffles, particularly Thorntons!) but it's definitely accepting blame and sorting it that works best. The amount of big companies that don't do that - BT, John Lewis etc.

Do I get virtual chocolates for being frustrated by your mission of 'championing small businesses'?! The only champion that counts is Champion the Wonder Horse - and I can still sing the theme tune (though I'll admit I may deliberately mumble some of the words that I've never been too clear on!)

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By User deleted
14th Mar 2013 20:21

The problem as an accountant ...

... is client's don't generally let you know they are unhappy, you just get that letter from the new accountant in the post, by which time it is too late. If they would talk to you and let you know they were unhappy then ditto as Flash above.

As I am unhappy about not being thanked for my wonderful answer to 49 squared a box of Lindor would happify me :o)

Om nom nom nom!

Of course, with a wonderful baker as a wife, shop bought treats are not as appealing, she makes very good truffles too.

 

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Tim Fouracre
By timfouracre
19th Mar 2013 12:07

Virtual chocolates

As I don't have your addresses it's going to have to be virtual chocolates all round... I have an unlimited supply!

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