My direction??? Who am I?
Your customer, client, or patient.
Let me tell you a story.
A few years ago, I started using the services of a woman specializing in a unique kind of bodywork. I liked her and the results I was getting and considered her a valuable resource. She charged $75 a session. Perfectly reasonable.
And then she began offering a package of four sessions for $240. Even better. So, I paid her and had my first session.
After a month or so, she called me and told me the sessions needed to be used within a month. Ooops. Miscommunication.
I explained that she never told me that. She apologized and said that was okay, that I could use them as needed.
Things got busy. After trying to make a couple of appointments and not being able to match times, I let things drift. Almost a year went by and when I went to schedule my next appointment with her, she emailed me to say that since so much time had passed, I would have just one session left.
Say what?
I responded and said something like I had been a good client for a long time and couldn't we work out a more equitable arrangement?
Okay, so let's put the story on pause at this point and look at it as a kind of case study.
What would you do if you were in her shoes? It seems to me you have several options. You could:
A: Debit $75 from my $240 for the first session and let me use the remaining $165 balance as credit toward future sessions at the non-discounted rate of $75, same as everyone else.
B: Just let me use the remaining three sessions when I want ... within a certain reasonable time period and be clear about your guidelines for any future sessions I purchased.
C: Simply decline my request and hold firm.
D: Not respond.
A couple of things to consider. I know I took a long time getting back with her. My bad.
I'd been a good customer for a long time and had referred other people to her.
So, what do you do?
The answer is "B".
"A" would be fine too. But, if in doubt, our advice is to err on the side of the "customer."
Personally, I don't have a problem with essentially giving up the discount, but I have a pretty big problem with losing $90. After all, all I did was allow her the privilege of holding my money for a year.
Can you tell I was not real happy?
So, why "B"? Why should she let me use the sessions I'd paid for whenever I wanted ... within reason?
- Because she failed to tell me the terms originally and then said I could use them as needed.
- Because my business and that of the people I referred to her represent thousands of dollars of income over the years.
- It's the right thing to do. You do what you can to accommodate your "customers" and keep them happy.
YES! All three, but mostly because it's the right thing to do. If in doubt, err in the client's or patient's direction.
She never responded.
So, what did I do? I gave away my remaining session to someone else and I won't be back. How can you let someone you don't trust work on you? And I don't feel good about referring anyone else to her.
Okay ... cleanse you palate. It's time for another, very brief story with a very different ending.
I was speaking in Fort Lauderdale a couple of weeks ago. The event was at the Westin. Convenience means a lot to me on the road and their rates were good, so I decided to stay right there at the hotel.
Nice place, but there was one small irritation. They put me next to the elevator and every time the doors would open, the bell would ring ... and you know a girl's gotta get her sleep!
When the lady at the desk asked me at checkout how my stay was, I said it was quite nice and I just mentioned that if the hotel weren't full they might not want to put people by the elevator. Not a complaint. Just a suggestion.
She took ownership immediately. She apologized, said the hotel had, in fact, been full, and that she wanted to make amends. Without hesitation, she said, "What if we just remove this parking charge and these phone charges?" It amounted to $20.
"Well sure. Thanks!" She didn't have to do that. I was impressed, to say the least. It cost the hotel $20 in "fees" and for that, they got my loyalty. Not a bad deal!
So, when I have a choice between the Westin and another comparable brand, where do you think I'll be staying from now on?
Yeah. All because she took care of her guest.
Putting the customer first. Now there's an idea!
Best wishes,
Denise
