A colleague of mine relayed a story of a luncheon she was attending a while back. She and her group wound up seated at a table near the kitchen door, which usually wouldn’t have been significant, except that the door had a horrible squeak to it. Actually, she said it squeaked when it was opened, and squealed when it was closed. Someone at the table commented how distracting that was going to be once the meeting started!
To the great credit of the hosting facility, without having to be asked by an audience member, they immediately dispatched a staff member with a can of WD-40 to lubricate the hinges. No more squeak, no more squeal. Problem solved, and a table full of customers wound up being more than a little impressed with the prompt handling of the whole episode.
No wonder there’s a WD-40 fan club!
Things can, and do, go wrong in the process of serving our customers. Whether the problem is large or small, exactly how, and how promptly, we solve the problem, can make all the difference in customer satisfaction. In fact, what looks like a problem may be a great brand-building opportunity!