Sometimes, it’s not the company that makes a mistake, but the customer. It happens, and even though it’s the client’s fault, that doesn’t mean you shouldn’t try to come up with a solution. It shows people how much your brand cares about consumers, and it really takes the customer who made the mistake by surprise in a pleasant way.
Warby Parker is a great example of turning a customer mistake into a great customer success story. Basically, a client forgot their pair of glasses on a train, and the person who sat across from them recovered the glasses. That person – Anjali Kumar – also happened to be a Senior Executive at Warby Parker.
Besides just retrieving the glasses, Anjali went the extra mile and sent over an extra pair of new glasses (saying they noticed the original lenses were a bit scratched), and a personalized note.
The result? The customer in question wrote about this event online, and it got so popular it ended up being a hit story on Forbes.
So, let your employees know that if they ever see an opportunity to fix a client’s mistake in a way that would really benefit the company’s image, they should go ahead and do it – even if it’s not during work hours. Just be sure to set a budget for things like that.