Know-How Exchange : Advertising/PR

Sure it is possible!!

I'll give you an example that both involves bad management, bad serice and word of mouth. What does a restaurant do when it faces issues of poor service, low food quality, image, decor? In its simpliest solution, it changes management and let new customers return and speak well about it. In the worse case scenario, itchanges face, new decor, new menus, new staff, and yes, it might even put a "Under new management" sign outside the door!!

So, what is the lesson? If your service has considerably improved, and this is due to the new management, let your disappointed customers know! Change the image of the company so that you create a perception of professionality, quality and trust. If you want to reapproach you disappointed customers, offer them a cookie in the form of a discount so to regain their business and eventually,their trust.

And if word of mouth is the problem with potential customers, when you approach them, simply explain what happened and what you did to improve your service.


Hope it helps. Best of luck to you,
Davide Pasini

Absolutely! Any monkey can fall out of a tree-- its getting back in that counts.

Poor service glitches happen all the time. Your competitors have done the same or worse. Don't think you are alone. You don't need to make a big dog and pony show out of it. You just go back in, explain how the situation occurred, what has been done to correct it, and ask for another shot. You have taken a step back, but they chose you once for something you've done right-- and that hasn't changed.

You will fall down again-- but be proactive. I also maintain an independent manufacturer rep agency. When I get notified my factory has "blown it"-- I toodle in to the customer as soon as I can. I just tell them I heard about the problem and I want to see if there is something I can do. I can't fix the problem but they appreciate my dealing with it upfront and the partnering. Often I'll call the dealers customer and make sure they know it was my factory, not the dealers fault.

There are 3 R's to an apology-- its an article I wrote and I can't even remember who published it-- but I have it on m computer if you'd like me to email it. But they are responsibility, remorse and remedy. If you don't have all 3, you don't have an apology.

I guess it depends on how bad the company screwed up in the past. If it was very bad I would focus on trying to get new clients.

If it was not horrible I would just go to them and explain that you are sorry for what happened in the past, the compnay is under new management, and things have been fixed. Would you be willing to give us another try.

The trick is you better make sure all of the issues have been resolved and you better give these folks excellent service.

If they do not want to try you again move on and get some new clients. There is no sense wasting time on someone that will not use your services. There are lots of clients out there.

Mike