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>>When
should you reverse a fee for a customer?
When should you reverse a
fee for a customer, what is a good way to say enough is
enough. Is their a tactical way to give tough love.
Myra's
Answer to: When
should you reverse a fee for a customer?
Thanks
for your question. I have prepared four critical
questions you need to ask yourself before
giving away money to a customer in a situation that goes
above and beyond your normal dealings. The answers to
these questions will help you make only the best
business decisions when it comes to
giving customers money back.
1.
Does this decision make good business
sense? That is, is it cost effective? Will this
decision bring the customer back or will it merely
appease the customer? If I owned the company, would I
give (this amount of) money back in this situation?
2.
Does this decision balance the
interests of the customer and the company? Every
decision should be made to both maintain loyalty and to
help the company make money. If refunding $110
sounds like a lot of money today but will very likely
result in a customer for life who will spend $58,000
over the course of their lifetime business with the
company, that balances the interests of both parities
and makes good business sense. If, however, spending
$500 today won’t likely bring the customer back ever,
its costs the company money. You then have to decide if
it makes
good business sense.
3.
Have I considered all of the
alternatives? Giving money back is not the only way
to regain goodwill. If fact, a sincere attitude, sense
of urgency and unreserved apology will
g
o much further in regaining
goodwill than money. Before writing a check or crediting
an account, look for other ways to resolve the problem
and regaining goodwill.
4.
Have I considered the consequences?
Always remember this: Today’s exception becomes
tomorrow’s expectation. If a customer is
g
ranted special treatment – let’s say a coupon to
replace all 48 bags of chips in their Frito-Lay Variety
Pack / when only three of the bags. contained crushed
chips – you had better believe that customer will
expect the same restitution should the problem happen
again. The next thin
g
you’ll know, you’ll be BACK on the phone with this
customer eight months later with a request to replace
forty-eight bags of chips, when only three, four, or
five, of the bags
were damaged. Today’s expectation becomes tomorrow’s
expectation.
If
you can answer YES to each of these four questions, then
most likely you are making a
good decision to refund the customer’s money.
Now,
for the second part of your GREAT question: Is there
a tactical way to show tough love? You bet there is. See
my response to: Do
you have tips for how to firmly, but politely say 'no'
to customers.
Good
luck! Thanks for stopping by our site!
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