However, a purchase process does not always fail due to causes attributable to the company . It may happen that the customer is the one who has made a mistake and the result differs from the desired one. A mistake when defining a size, a badly selected date,… a last-minute change in their planning… What can we do if this happens to us with a customer? I will tell you my opinion with 2 real cases:
Case 1: Hotel
A customer purchases a hotel night, accepting a policy that expressly penalizes changes or modifications with the total amount of the reservation. After completing the purchase process, he bulgaria email list realizes that he has made a mistake with the date , reserving for 7 days later than desired. What should he do? The customer asks himself.
The customer contacts the hotel by phone, explaining the mistake made in the booking and the associated penalty costs. The response given by the reception staff at that time (10:00 pm) is understanding, they tell him that the person in charge who could authorise such a change is not available and they suggest the means of contact (phone or email) so that he can contact this person so that he can deal with it the following day. The customer sends an email to the reception manager explaining the whole situation and requests a change, even paying any difference in rate that may exist (which there was, for a total of €35 more for the night desired by the customer).
The next day, the customer receives a reply from the hotel via email early in the morning, as requested. The hotel informs him that it understands the error, that it accepts the change, given that its availability table allows it, and that it maintains the rate that the customer had contracted by mistake, which benefits the customer by 33% (€35). The hotel has taken advantage of a golden opportunity to gain customer loyalty. Upon arrival at the hotel, the customer hires the daily parking service, not included in the price of the room, and is pleased to note that the reception staff, far from acting as if they were “doing him a favour”, on the contrary, continue to offer him excellent, quality service.
Good practices have a positive impact
From the customer's point of view, the solution provided by the hotel is quite satisfactory. If you think from the hotel's point of view, has it made the right decision? Here are a few points that justify why it is a good practice:
