OK, so I’m sure some of you are wondering, “what makes this egghead an expert on service?” Well I’m not an expert, whatever an ‘expert’ is. I’m just like most of you; I’ve been in the business of delivering service for almost 20 years, and I’ve been a consumer for almost my entire life. So, I’ve had literally thousands of opportunities to experience service delivery from both sides of the table; if that makes me an expert, then sobeit. As a result of my experiences, I’ve seen as well as made more than my share of mistakes. The mistakes have given me the most valuable lessons and keeps me focused on improving my skills as a professional. Still, as illustrated below, it doesn’t mean that I won’t make mistakes in the future; wouldn’t that be something if it did?
Recently, one of our clients called to complain about the service she received from me. I had hoped that she would talk to me about her experiences as I was the person directly responsible for the service lapse, but she felt so strongly about what had happened that she wanted to take her concerns straight to the top, the president of our company. One of the truly great things about our organization is that the clients’ concerns come first, so that means clients always have the right to talk directly to our president whenever they feel their needs have not been adequately addressed. As service professionals, there will be times when our execution will be off and we will make mistakes. An organization’s character will be defined by the way the organization addresses these times. But I digress.
The report I received as a result of the phone call was not very flattering, and pointed out mistakes I made in the delivery of our service to the client. While the project was very successful, and the client’s expectations were exceeded, the cloud of my service mistakes cover the great work others did on behalf of the client.
The account team is scheduled to sit down and discuss the mistakes I made and propose solutions to address the client’s concerns. While it is never a good experience to have others pour over mistakes you’ve made, you can never underestimate the value of such as exercise to others in the organization.