There’s a lot to be said about improving the customer experience, but can anything be done when the proverbial s#%&! has already hit the fan?

Is there anything that can be done when we’re already drowning in mishaps, mistakes and delays beyond our control? What can we do when we have missed multiple deadlines through no fault of our own?

Can we sweeten a situation that has already turned sour?

Most time you cannot!

But bad situations, mishaps and f*&%ups can be used to show your level of professionalism and capability if you handle them right.

You might still deliver late, or deliver less than what you promised, but you can come out of it with a stellar reputation as a professional.

How can this be?

Through the magic of honest and proactive communication.

What does this mean? Simply being honest and letting the customer know as soon as there’s a problem, as well as the plans you have to redress it.

Sometimes this is the only option you have because going ghost, ignoring calls and emails, or switching off your phone sends the wrong vibe. You’re only making a bad situation worse.

Even when things have gone bad or delayed, proactive communications will improve the customer experience.

What really irks the customer is the feeling of being in limbo and not knowing what’s happening, what to expect next, whether they’ve been scammed, or whether they’re getting a refund or not.

These are the things that create the angst in the customers and the verbal assault that you receive when you do reach out eventually.

If you don’t like the verbal assault, then be proactive about communicating with the customer as soon as you can...

“Hi Sade. Sorry we won’t be able to deliver your Gucci bag this Sunday because Customs in LAG airport have gone on strike again. I’m working on a few options so that we can loan you something to use for the wedding instead. Let me know when you can talk. I want us to go over all the options for getting this sorted out. No vex abeg. I’m sorry.”

If the client receives this message off course she’ll be upset, but she won’t assume you’re a fraud, or that you’re incompetent.

Communicating proactively, taking responsibility for some kind of redress, and being cool and professional is what will give Sade the confidence to keep buying from you in the future.

This order might be a sour experience, but you will have demonstrated how competent and credible you are.

In a strange way, this bad experience can help reinforce your trustworthiness and credibility.

So when the chips are down, don’t run and hide.

More power to your hustle bro!

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