You recall I’ve voiced in the past what a fan I am of OnCue. I am a fan of their brand largely because they just execute so well. They execute so well because they are constantly paying attention to their customers. They get more of my business simply because they consistently do good business.
But what happens when you’re a good brand and things go wrong?
Especially when it’s not your fault?
There was a sign posted on the window of the Drive-Thru when I visited earlier this week. It read:
“Our apologies… Due to the current labor shortage, we are understaffed and may be unable to deliver the customer service experience you have come to expect from OnCue. Please bear with us during this time and be patient with our team members…”
The sign also included OnCue’s thanks and an invitation for anyone looking for a job to apply.
Clearly this is not OnCue’s fault. They are suffering from a threat from an environmental force, which in this case could be categorized as an economic force. Rather ironically, the booming economy is a threat because the labor shortage is potentially keeping OnCue from maximizing its potential. That’s one lesson we can take from this example.
Another example is how OnCue is dealing with the situation. Head on.
They recognize there is a problem that could affect the customer experience. They are admitting and explaining the problem so if customers like me who have come to expect a consistently excellent experience aren’t experiencing such an excellent customer experience we know why, and we know they are working on it.
One might also say that they are appealing to the relationship we have by telling me about it and basically asking for my understanding, and they absolutely have it. I know they’re doing the best they can and they have my full support. They are in no danger of losing a customer, but rather, as their customer I view this as a storm we will simply weather together. My bet is there are several other loyal customers who similarly don’t hold this against OnCue and are willing to be forgiving and encouraging.
When bad things happen to good brands, the best thing to do is admit it, face it, and let the customers know you’re working on it. Asking for their cooperation and even their help is a pretty good approach, too.
As we’ve said so many times over the past 17 months or so, “We’re all in this together…”
“Life is 10% what happens to you and 90% how you react to it.” – Lou Holtz