Finans, Politik ve Ekonomik Yorumlar Dergisi’nin Ağustos Sayısında Çıkan Makalemiz

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http://www.ekonomikyorumlar.com.tr/dergiler/makaleler/546/Sayi_546_Makale_06.pdf

Never Lose a Client

In early times of my university years, I went to a restaurant for a dinner with a friend of mine. We had never gone there before. We ordered our meals and enjoyed the ambiance when waiting. After a while they came. But what a shock. There was a tiny piece of hair in my plate. I raised my finger, called the waiter, showed the piece of hair and asked how this could have happened. The manager heard our conversation, came to us and said that he was terribly sorry about that and he replaced our meals with the new ones. We thought to leave at first but at that time of the day it was not easy to find a table at another restaurant. We decided to stay and started to wait for the second turn. The second party came really fast with extra plates of salad, snacks, and deserts. After them they served us tea without asking. We really enjoyed the meal, they were quite delicious. And then we asked the bill to pay. The manager came to our table. He said again that he was terribly sorry about the problem; he found the reason and took corrective action to never let it happen once again. And he said we don't have to pay anything for that night in return of their apologies. We left the restaurant with good feelings even after that horrible mistake. That place became my favorite restaurant during my university years.

In most of the cases we lose a client when a problem occurs. I personally believe that each problem is a chance to turn it all around. Of course it has to be managed well. It gives us an opportunity to notice the defects in our process. It gives us a chance to improve ourselves. And it gives us a chance to show our clients how kindly we could handle a problem. Each well managed problem we had with customers is one step forward to customer loyalty.