As you may have noticed, I like to have a little moan when things go wrong or when I get pissed off. Believe it or not, I also like to be mention things that have gone well, too.
In September, I wrote about my experience at Thorpe Park. I contacted customer services, who apologised and agreed to send me some complimentary entry tickets. These arrived.
In February, I wrote about how Nestlé Lion cereal tastes like shit. Again, I contacted customer services, who apologised for their cereal tasting like shit (they didn’t use those exact words, but I know that’s what they meant) and offered to reimburse me. The reimbursement arrived in the form of money-off vouchers for Nestlé products- fortunately, these weren’t difficult to redeem. In fact, my complaint with Nestlé even got forwarded on to another Nestlé employee by mistake, who contacted me and offered me reimbursement. Being the genuine person I am, I ignored the second email.
Sometimes, things go wrong- it’s inevitable. But, if an organisation is more than happy to bend over backwards, help resolve any problems and if they follow through by honouring the agreed resolution, they won’t ever need to worry about losing customers.