[editor’s note: one of our readers sent us this wonderful story about excellent problem resolution at a local business. As Seth Godin and others have noted, problems really are opportunities if you’re willing to go above and beyond. Thanks for the story, PH!]
Two months ago, I ordered a sofa from Burdorf’s in Louisville. The sofa was to be delivered on April 1, the day we move into our new condo. But when I called to confirm the order, I was told that the sofa fabric was on back order and we wouldn’t be able to get the sofa until a week or more after our move.
I was very disappointed with this news and decided to drop by Burdorf’s to see if the floor sample would be available. If so, I would cancel the original order and go with the floor sample. Sure, the fabric would not be perfect, but at least I’d have a sofa for our move-in and house-warming party.
In the store, Burdorf’s apologized for the lack of communication with their factory. A rep led me to the floor sample and offered to deliver the sample sofa for me to use until the ordered one arrives!
Burdorf’s took responsibility for the problem, came up with a solution, and left me a very satisfied customer.
Problems often arise in doing business and that’s just life. What's important is fixing them, and not offering excuses or passing the blame.
Burdorf’s left me with a smile on my face and every intention of giving them my business again.