128: A Tale of Two Teas, On Botching the Basics and Correcting Mistakes (Or Not)

Nothing makes me more frustrated than poorly run companies that essentially steal time and money from the customers through bureaucracy and botching the basics. If you’re a longtime listener of this show, you might remember episode 83: Breaking Through Buyers Remorse, Never Lose a Customer Again with Joey Coleman. Today, I am sharing a tale of two contrasting customer service stories: one that devolved into disappointed buyer’s remorse, and the other that surprised and delighted my family and me, while creating memories of a lifetime.

🌟3 Key Takeaways:

• Decide if you want to be a luxury brand or not; price and create processes accordingly.

• When you or your team makes mistakes—as everyone does—over-deliver and get creative to make it right.

• Respond even if there’s nothing you can do: The “table stakes” of customer service are to listen and empathize.

📝Permission: To make mistakes, so long as you design processes that help you and your team to apologize creatively and make it right.

✅Do (or Delegate) This Next: Review how you operationalize your company values. Are you aiming to provide a luxury experience or not? Are you pricing accordingly, and do you have the systems and processes in place to match? 

📘Books Mentioned:

• Free Time: Lose The Busywork, Love Your Business 

• Pivot: The Only Move That Matters Is Your Next One 

• The Road Less Stupid: Advice from the Chairman of the Board

• Radical Candor: Fully Revised and Updated Edition: How to Get What You Want by Saying What You Mean 

• Raving Fans: Revolutionary Approach to Customer Service

🔗Resources Mentioned: 

• Itinerary App: TripIt Pro

• Travel Points Card: Delta AmEx 

• The Tea House at Los Rios

🎧Related Podcast Episodes: 

• 083: Breaking through Buyer’s Remorse—Never Lose a Customer Again with Joey Coleman

• 068: Are You Running a Grumpy Business?

• 104: Save Someone Next Steps

💻 Access Free Time episode transcripts on Podscribe » 

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