Today’s post is about joined up thinking in customer service and it’s impact on a disastrous situation. The post features a story that a friend of mine told me about a customer experience that he and his wife recently had at a restaurant and inn that is just round the corner from where my Mum & Dad live. You can see the story of the whole post here.
I believe their story illustrates how a little flexibility in customer service could go a long way to restore a disastrous situation.
Here’s a summary of their story:
Now, if you want all of the details then I would suggest that you go over to his blog here for the full story.
I did a little research on this restaurant and the reviews are predominantly positive (although there are some negative ones) but they are almost all for the restaurant…..mirroring my friend’s restaurant experience.
However, what struck me about this story and the possible lessons are these:
What other lessons do you think there are here?
And, if this was your business what would you or your team have done in this situation?
Thanks to cdw9 for the image.