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A while ago a friend and fellow entrepreneur, had a horrendous client experience.
While doing a bride’s makeup, the client stopped her in mid-blend and announced that
the application was in her words, ‘too heavy’. She then proceeded to wipe it all off-and
horror of horrors started to do the makeup herself.
Whether it was bridal nerves, “bridezilla” or a bridal meltdown, it was a mortifying
experience... and one not easily forgotten.
Our business is like our baby. Small or large, homegrown, factory or office, we protect
it. We coo encouraging words, as we ensure it's bathed with social media spotlight and
dusted ever so lightly with the magic that will make it shine.
We daydream of its future and will put everything aside without hesitation, whenever we
feel it needs a little ‘extra’ attention.
So when someone makes us feel the love and nurturing we've bestowed on
this, our prized possession has no value, we feel the pain only a caregiver feels. In
their eyes we are simply a service, designed to fill a need-which in most cases, is as
mercurial as a summer’s day-sunny one minute and stormy the next. They hold fast to
the notion ‘The customer is always right’, or ‘I can get a better service
elsewhere at a better price’ (for added emphasis).
It's in these moments, when the cradle is dangling dangerously, we must rush forward to save our baby-our brand. We must defend it, zealously if need be, for ourselves as well as for our future customers.
Yet because we are a service, we must also remember to be tolerant, as we first try to understand whether there may be any failings- either on the side of the service provider or on the side of those who consume the service offering which may have precipitated the impasse.
‘You can be the ripest, juiciest peach in the world, and there’s still going to be somebody who hates peaches.’ -Dita Von Teese, famed burlesque performer
Good advice to follow, as we continue to strive for excellence in our product/service
delivery.
Do you agree? Drop me a comment!!