“Failure is not the opposite of success, it is a part of success.”
So you had a bad day. You’ll have another. It’s part of what you signed up for by starting a business. How’s that for happy news?!?! Haha.
But it’s true. The real question is how quickly you recover. If you need motivation or if the items you ordered did arrive that’s one thing… if someone is injured (or worse) that’s another. I’ve experienced that entire spectrum. The quicker you recover the better. There is a cheesy saying that for every 60 seconds you spend worried it’s one minute lost. As dumb as it sounds it’s right.
I’m not going to discount very serious incidents but if you end up in an “event” that occupies 18 months of your time… you’ve still got to keep the train running on time! You must continue to press forward. It is not easy, but success will come and it’s true, success comes out of failure.
Let’s focus on the “speed bumps”. Those small hurdles that just annoy you, most likely due to a customer that is mad, angry, and or upset. After they’re gone… “recreate the crime scene” and ask yourself is there anything you can do to prevent the same incident in the future? Things like reminder emails are great (until they end up in the person’s junk box) gosh… I’m optimistic today! Go one step before sending a reminder email and make sure you have a good email! Another area that’s a great place for your policies is your FAQ page. Reminder phone calls… WHAAAAAT? Call someone… yes. Get on the phone and call them. I’ve realized something in the past year and that’s a crazy little thing. People will not read anything anymore! (Therefore, I’m happy you’re reading this) – but it’s true.
If you run a business that rents something (we rent boats) or if you do personalization, or if you offer a product that is not returnable, try making a video of your FAQ’s or policies and procedures… if you can say it “fun” in 30 seconds… you’ll have a much better chance of the information being heard.
Gosh, if this sounds like a lot of work, you don’t have to do it… but your alternative is the angry customer.
PS: if you love my post, give it a “like”!
1- Determine one area where you have the most angst… angry customers… or discontent.
2- Try one thing different, whether it’s a new email, a new FAQ, a new video. Just try it.
3- Install my free app! (SmallBusinessClubApp.com)
Listen to Episode #124 of the Two Minute Commute audio blog Podcast
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