This article has been prompted after seeing a post on Social Media where someone has shared a bad experience they have had with a kennel and animal transport company.
The original post, but the owner of 5 almost 6 month old pups, was very emotional and she is upset as 3 pups have arrived in one place with one seriously ill (parvo) and two under observation and testing…… The other two pups have arrived in a different location and the people who were waiting for them have been told to be careful as they are not people friendly, yet the owner is saying that they were brought up with people all around them so should be very happy with people.
So anyway, the owner has posted that she will never use or recommend the kennels and transportation company again – and is obviously really upset right now…….. Of course people have jumped in and said “how terrible, that’s awful and others who have said, “are you sure it was the kennels and do you know it is their fault” Really a typical response to such a post.
There was also a post from the owner of these pups who has said, that she may be a very upset owner right now and if she is wrong then of course she will remove her post and apologise………..
The owner of the kennels and transportation company has now joined the conversation and this is where the title of my article comes in – this is the perfect opportunity to show that you are professional, that you care, that you did a great service and are ready to help resolve the problem – because when you do that on a negative post and can show that whether or not you did wrong during your professional service, you do care and your customer service is exemplary…. WHY?
Because when you do this (this applies to absolutely every service and seller out there) you are able to turn a negative into a positive and potentially generate more customers for the future, as people know that things can go wrong, but when they see someone who has been talked about negatively, responding positively and professionally, it can often attract them to you, rather than detract from your company/business/organisation.
Sadly in this instance, the owner did not react in this way and instead, asked “Why is this crap on here” and proceeded to say that people make them sick and should get their facts straight, they responded that they have xx animals in their care all well and healthy and xx have been transported safely – there were absolutely no comments about the 5 pups that have not arrived safely, no caring words to say how sorry they are to hear about the pups….. They really have not taken the opportunity to clear their name, help their customer and provide exemplary customer service, which may in the future affect their business as people who see or have seen their response may feel that even if they do look after animals in their care, they are not trying to help the owner of the animals who have had a bad experience and become ill in their care..
WHat do you think – should you energetically decree innocence and that it is not your fault, should you ask why people are posting crap about you – or could you take the initiative and a different stance when you have an unhappy customer and turn things around and into a positive?