{"id":119374,"date":"2021-06-22T03:45:40","date_gmt":"2021-06-22T10:45:40","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=119374"},"modified":"2023-06-09T06:41:02","modified_gmt":"2023-06-09T06:41:02","slug":"tuesday-morning-cx-thoughts-sometimes-sorry-is-not-enough","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-sometimes-sorry-is-not-enough\/","title":{"rendered":"Tuesday Morning CX Thoughts: Sometimes \u201cSorry\u201d is not enough"},"content":{"rendered":"

Things can go wrong<\/b><\/h2>\n

Like most customers, I\u2019ve had my share of poor customer experiences.\u00a0 However, I usually sit in the position of second-guessing how management handled the situation and where I might advise they had done things differently.\u00a0 In general, I like to view the <\/span>customer experience<\/span><\/a> failures through two lenses – the process and the service approach.\u00a0\u00a0<\/span><\/p>\n

This past weekend was Father\u2019s Day and with that was a plan that included time at sea and the day closing with dinner overlooking the bay from one of the most coveted restaurants on the island.\u00a0 The package had to be sought out and reserved over three months in advance and comes with a high price tag and upfront deposit.\u00a0\u00a0<\/span><\/p>\n

The day before the exciting adventure, we received a call that the gorgeous views from the restaurant would not be available as a large party wanted to reserve the entire restaurant for an event.\u00a0 We would be relegated to a windowless function room where we could still order from the same menu, but would not have the ambiance that we pay for.\u00a0 Determined to make it work, we decided to keep the reservation since it had to be made so far in advance.\u00a0 Then, as we arrived for the first part of the excursion, the ride on a catamaran, we got the call that the boat would not be available for at least four hours due to maintenance and scheduling confusion.\u00a0\u00a0<\/span><\/p>\n

Both parts of this special event on a special day were reduced to just a disappointing trip to a parking garage.\u00a0 To add to that, a fire alarm required us to evacuate the property until the fire department could clear it, resulting in us just waiting to leave while simultaneously having a very disappointed family.\u00a0\u00a0<\/span><\/p>\n

What is the correct fix?<\/b><\/h2>\n

I am certain many have a disappointing story like this one, but as someone that sees both sides of the experience equation, what happened next is the exact circumstances a brand should avoid when dealing with their customers.\u00a0 When informed that the catamaran trip was canceled, we had decided to cancel both parts, only to be told that we would lose our restaurant deposit because we had the opportunity to cancel the day prior.\u00a0\u00a0<\/span><\/p>\n

When pleading our case, we were told we would have to take it up with the manager during the work week.\u00a0 We also asked that they put us in for a time for the next available reservation so we could retain our deposit and still have the experience only to be told that no reservations are available in the next three months and that we would have to book it on our own.\u00a0 When we asked about validating parking, we were told that they validate only for paying customers.\u00a0 When I reminded them that they were keeping our deposit, the response was simply \u201ca deposit doesn\u2019t make you a customer\u201d.\u00a0\u00a0<\/span><\/p>\n

Turning disappointment into opportunity <\/b><\/h2>\n

When I reflect on what happened, I see many places where someone could have stepped up in an attempt to make things better, instead we could not get an apology out of anyone until we had already returned home and had a message stating \u201cthey were sorry about our experience\u201d, \u201cthere was nothing they could have done\u201d, \u201cif we get a reservation in the future to remind them and they\u2019ll <\/span>try <\/span><\/i>to apply our forfeited deposit\u201d and \u201cwe hope this won\u2019t result in a poor review\u201d.\u00a0\u00a0<\/span><\/p>\n

Unfortunately, this situation wouldn\u2019t even make it into most <\/span>closed-loop customer feedback<\/span><\/a> systems because there was never an opportunity for a survey (within QuestionPro, you are able to create a <\/span>customer service<\/span><\/a> event ticket even without a transaction, one of my favorite features).\u00a0 Even if it did become a case, there was little empathy map<\/a> from the employees we spoke with and likely would have been a closed case after the \u201capology\u201d was issued regardless of the outcome with the customer.\u00a0\u00a0<\/span><\/p>\n

Along the way, I saw several opportunities where the venue could have made amends with us and the other customers that lost their opportunity to participate in a unique experience.\u00a0 In all these cases, it only took the requirement that they consider the customers\u2019 perspective on the situation and build an open dialogue.\u00a0 None of these would have cost anything more than a little time and listening.\u00a0 Unfortunately, they ended up losing the commitment of customers that would provide repeat business as local patrons.\u00a0 Next week, I\u2019ll discuss CX EQ in more detail and how it can help you to <\/span>predict and avoid churn risk<\/span><\/a>.\u00a0\u00a0<\/span><\/p>\n

QuestionPro offers some of the most advanced customer experience tools available.<\/strong> Gain valuable insights into your customers\u2019 thoughts and feelings using\u00a0<\/span>QuestionPro CX software<\/span><\/a>\u00a0today.<\/span><\/p>\n

Book Demo<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Things can go wrong Like most customers, I\u2019ve had my share of poor customer experiences.\u00a0 However, I usually sit in […]<\/p>\n","protected":false},"author":46,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169],"tags":[],"yoast_head":"\nTuesday Morning CX Thoughts: Sometimes \u201cSorry\u201d is not enough | QuestionPro<\/title>\n<meta name=\"description\" content=\"Here's an example of poor customer experience at a hotel and why ''sorry" is not enough sometimes. 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