In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother.
The following is a lightly edited transcript of the video below.
Buying an extended warranty sometimes feels like burning money to me. If I don’t buy it, I need it. If I do buy it, I need it one minute, one hour or one day after the warranty runs out, and if I do call just a bit after it runs out, the answer is, “Sorry, the warranty is over.” Would you do that to your mother?
Extend Grace, Extend Care
Hard and fast rules may save your company some money, but could cost you customers in the end. Tarnishing a relationship by not extending your service a little bit for something your customer paid for says we don’t really care about you or care if you’re our customer.
Trusting your front line to extend grace when appropriate keeps those customers and keeps your best employees, because people want to be a part of the kind of company that extends help because it’s the right thing to do.
So, how about evolving your front line from acting as “policy cops” to being people who can do what they would do for their mom?
Extend grace. Give customers a little bit of a break that says, “We know you are human, and we are too.”How about evolving your front line from acting as 'policy cops' to being people who can do what they would do for their mom? Give employees the ability to extend grace! #MakeMomProud #CX Click To Tweet
Here’s a comic that summarizes this “Would You Do That To Your Mother?” moment:
View this post on Instagram
Would you turn down your mom’s warranty claim three days out of warranty? No, you would want to hear her story. If you’re on the frontline, you’d want to be given the chance to make an informed decision. Let policy and golden rule collide to accommodate your customers. #CX #MakeMomProud #business #DailyDose #customerexperience #CCO #customer #businessleadership
For more on this topic, watch another video of mine by clicking here.
How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it?
In her latest book, customer experience expert Jeanne Bliss recommends making business personal to get the traction you need by focusing on one deceptively simple question: “Would you do that to your mother?”