It’s like make-up sex…but not as much fun.
Make-up sex is nature’s way of keeping the divorce rate down.
Not only do partners forgive one another after a bad argument, but enjoy the bliss of being in one another’s arms afterwards.
This feeling of bliss after days or weeks of pent-up stress often brings couples closer together than before the argument.
Make-up sex helps make a bad situation better.
So how can a business turn a bad situation into a better one? Employ what I call, “Make-up Marketing”, the ultimate in customer service!
Makeup Marketing: Turning an unpleasant situation into a positive experience.
As a business owner or manager, we all encounter bad situations or mistakes in our business. In fact, the more customer facing people employed, the more chances of bad situations occurring.
No matter how well-managed a business, mistakes happen. Therefore, have a damage control plan or customer service policy in place.
By turning a poor customer experience into a positive one, or rather, by employing makeup marketing, losing a customer can not only be avoided, it can turn that customer into a loyal one.
Warming up to my server.
My wife and I had dinner at Kit N Kitchen, a small restaurant several blocks from the University of Hawaii, several weeks ago, and I was mistakenly served two of the four courses at the same time. Impatiently, I asked the server to take back the second course and keep it warm until I finished the first one. To my surprise, instead of keeping it under a warming lamp, they prepared an entirely new dish. The chef apparently didn’t want the garlic shrimp to get dried out.
That impressed me. It demonstrated the concern management had for my dining experience, and it showed the pride they had in their restaurant.
They turned an unpleasant situation into a better one (and I have been back twice since then).
I might not have thought as highly about the restaurant had the mistake not been made!
I experienced Make-up Marketing!
Empower employees to offer excellent customer service.
Have a company policy that supports Makeup Marketing. Allow your staff to make bad situations better. You will create better employees while building a strong, loyal customer base.
…and, they won’t need a cigarette after a job well done!
“Your most unhappy customers are your greatest source of learning”. Bill Gates
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