I shared this sad story at check-out with the earnest young man at the registration desk, and he seemed concerned but was entirely not helpful. “That’s really strange,” he said. “I’ll check on it.” Since I was leaving town that minute to return to my home in another state, this wasn’t the sort of action I was seeking.
So when I received an email survey of my experience, I jumped at the opportunity to tell the tale again. This time it fell on more sympathetic ears. “I personally apologize for the lack of follow-up from our front desk team, and I have credited $15 back to your credit card.” Finally, somebody named Dustin was taking personal responsibility—and action.
Next time I’m invited to deliver my famous customer service seminar to long-term care staff, I’m going to use this example. “If someone has a concern,” I’ll tell my spellbound audience, “don’t just make a vague promise to ‘check on it.’ Fix it. Right then.”
Which raises the question, Why am I never invited to deliver my famous customer service seminar to long-term care staff? I have no idea. But I’m checking on it.