This morning we got a call from a financial client 10 minutes before their board meeting. The board was about to review their customer satisfaction report from last month.
An open-ended comment in the report was from a customer having a severe issue, and at the time of the interview, this customer was threatening to leave our client.
Our contact called us in a panic- "What if one of the board members asks about that quote? What am I going say?"
Our contact needed to know what had happened with this customer, and he couldn't get the information internally in time for the board meeting.
We found the customer in our database, tracked him down, and conducted an impromptu follow-up interview.
As it turns out, he was thrilled with the service he received since our initial interview. His online bill-paying program had been malfunctioning, leading to all sorts of payment problems.
So the branch manager:
- Contacted him personally
- Took total responsibility for the problems
- Completely fixed the main issue and all of the subsequent problems that the main issue had created
- Made sure that the customer was not assessed any fines
- Proactively ensured that the customer experienced no other negative repercussions from the malfunction
We immediately called our contact and relayed this information.
Now, instead of our contact fretting about the board members asking about that negative quote, he was HOPING that they'd ask about it.
(Oh, and we also offered to email a digital recording of the call so that the board members could hear about the resolution directly from the customer.)
So the client is thrilled and we're glowing with the knowledge that we helped save the day.
All in just 10 minutes.