I have referred some of my housemates to a laundry shop close to where we live. Aside from the laundry services, we also buy drinking water from them. So for about two months, we managed to maintain a pleasant business-to-customer relationship.
However, some unpleasant things happened, 2 of my housemates lost some of their clothes and the laundry shop won’t take accountability for it, saying that the clothes weren’t with them. They’d even contend that they were not the ones who misplaced the clothes; implicitly blaming the customer for the loss. My housemate fumed in anger, saying that he couldn’t have “eaten” his shirt so that’s why it got lost all of a sudden.
To cut the story short, they lost all three customers in one week – and that was just in our unit! Needless to say, customer relationship is very important, especially in these times of stiff competitions. Duh, laundry shops are everywhere! They could have at least empathized with their furious customer and assure him that they will try their best to retrieve the missing items instead of washing their hands clean of the crime committed. Or they could have said politely that they will do everything they can to retrieve the missing item and if they would be unsuccessful, they could bargain and pay for the missing item at a discounted price.
Making it in today’s business world is really tough. So if you were able to get through the toughest phase – get some customers, give it your all to keep them happy and satisfied. 🙂