Today we have an example of how to create a positive customer experience. Even when the problem isn’t your responsibility.
A customer called to have his high-efficiency home furnace serviced. The technician who came to do the service work quickly realized there were problems with the burner, which was only 6 years old. To begin with, it was far too large for the house, which caused it to run too often and make too much noise. The number and arrangement of air ducts was inappropriate and the system was just operating very inefficiently.
The burner had been installed by a different company, one that had been bought out by the one making today’s service call. So whose problem was the fact that the entirely wrong system had been installed so long ago? The current company decided it was theirs. After examining several options, the company also decided the best recourse was to replace the entire furnace–at no charge to the customer–with a new one that was appropriately-sized for the installation.
The company could have argued that the fault lay with the previous company, or that the burner was out of warranty. Instead, it opted to do the right thing by the customer, ensuring that he would remain a happy customer with good things to say about the company, rather than a source of negative feedback.
Sometimes, it may cost you dearly to correct a mistake. But the cost of failing to do so can be even higher, even when that mistake is not your own. By striving for a positive customer experience you strengthen customer loyalty and greatly increase your chances of repeat business and strong, positive work of mouth referrals.