“There it was… rock bottom… everybody hated me. Then I had the greatest idea of my entire career…”
“Margarita Fridays. Great idea boss!”
After Ted’s boss, Hammond Druthers, became his subordinate, he was met with a lot of backlash from Hammond. (That’s bound to happen when somebody with power gets a huge demotion.) It was so bad, in fact, that Ted had to make the choice to fire him. But… the day that Ted builds up the courage to actually do it, he finds out that it is Hammond’s birthday…
The next time he attempts it, he discovers that Hammond has been kicked out of the house by his wife. So, Ted being the nice guy that he is, lets Hammond sleep on his couch.
Finally, Ted hits his breaking point, and decides that he is not stalling any longer. As he is about to fire him (for the third time), Hammond receives divorce papers, finds out that his dog just died, and suffers a heart attack. As the heart attack is happening, Ted believes that Hammond is faking it, so he continues to shout at him that he is fired.
Needless to say, the employees don’t have a good view of Ted after firing a guy that was suffering a heart attack…
So what does Ted decide to do?
He wins his employee’s affection back by creating margarita fridays!
This same lesson can be applied in your business, too!
If you screw up in some manner, make sure you give your customers, that you wronged, a treat. This could be something as simple as giving them a deep discount on a future order, or a buy-one-get-one offer. Just something that really shows them that you value their business.
A great example of this is when an airline dropped the ball on a plane full of passengers that had to get somewhere. In order to calm a plane full of angry customers, they gave every single person free ice cream. It seems like something as small as that wouldn’t win back a loyal customer, but it did! The number of people that were angry dropped to almost zero!
Treat the customers with the same values that you want to be treated with. If somebody screwed up a job that you paid for, how would you want them to win your customership back?
Until next time,