How to NOT do customer satisfaction calls

So Lynn (my wife) gets her car's tracking checked this week at a big tyre place - you know the one where you can't get quicker than their fitters. The service was a bit slow, which in my experience is pretty normal for tyre places.

Today she had the follow up customer service call. (Seems everyone is doing follow up calls now.) When asked what she thought of the service she tells them, "it was a bit slow and disorganised." The 'phone operator notes this but does nothing to placate her. No £10 off your next tyres, or something smart like that.

What does he do? Here he is with a NOT 100% satisfied customer on the 'phone and he ... guess what ...

... he tries to sell her car insurance. (Core product for a tyre shop, obviously!) OK, it's not his fault. That's obviously the script. That's obviously the real reason for the call. Because it certainly wasn't a customer satisfaction call, was it!

The point is that there are so many opportunities to make a really good impact on clients. Yet so many individuals, and organisations, do it so badly. My previous post on Mediocre Leadership and Stuart's on I want you in the right state are more examples of the same thing. That's why we have put together this thing called the Instant Impact Workshop.

And, it's why you should do something about this for your firm?

Because, whatever your job, this nonsense is your responsibility. Impact leads to customer satisfaction, leads to customer loyalty, leads to future sales.