Want to play broken telephone? Thought not! – Sarah Bauling

Communication is vital even if the client has no other option.

In 2009 we purchased a washing machine and the following day discovered that it wouldn’t spin. I took a deep breathe wondering what kind of service I would receive. Sure it was under warranty – but that didn’t mean the recipient on the other side of the line cared and chances are (I thought) they wouldn’t.

I phoned Makro – which is a mass wholesaler in South Africa (YIKES I hear you say!) and after going through the electronic sorting system was eventually put through to Gladys.
She assured me that a serviceman from the washing machine department would call back.

“Sure” I thought expecting to have to go through the electronic sorting system of “press 1 for services, 2 for management” (you know how it goes!) once again!

Imagine my surprise when Sipho called back 30 minutes later. He went through the regular blonde proof questions “Did you plug it in, did you turn it on, is the lid closed” yes yes yes I said!

Sipho decided that the best thing to do would be to send a serviceman to the house the next day. 8am the next day Sipho phoned and apologized, they had had a breakdown – but they would be with me the NEXT day.

Much to my relief they arrived promptly as promised, the serviceman tinkered with a few things and “WALLAH” it worked!

What made the experience exceptional? Simple – they communicated – they didn’t wait for me to phone back and have to go through the “broken telephone” conversation again and again. They stayed in touch, even when their vehicle broke down. I did not expect it – why? As a mass producing store with HUNDREDS of clients and the fact that I HAD the machine meant I couldn’t exactly go charging off to buy another one. Yet they made me feel like a valued client, they didn’t make ME work hard they simply stayed in touch.

Would I buy another machine from them? For sure!

Communicate with your clients, even if things change, your clients don’t want to play “broken telephone”!

With 19 years of experience in the hospitality industry, Sarah has lived and breathed customer service and her simple, easy to apply tools are those that can be used by all!

If you are looking for a keynote speaker or trainer – Sarah would be honoured and privileged to be part of your next event or function!

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