Last week I ordered a pizza from Little Wing Pizzeria, near my home.
They have something that I wrote about yesterday – something special worth talking about, that has contributed towards their success as a pizzeria. They boast BELFAST’S BIGGEST PIZZA.
This monster pizza measures 24 inches in diameter, and feeds my whole family in one pizza. It is also extremely good value.
That aside, they also do something else exceptional – customer service.
Last week when our pizza arrived, it was dry and overcooked. This has never happened before as usually the quality of their food is great. So I called them to complain and they said to bring it back immediately and they would make a new one.
When I arrived with the pizza not only did they have my new one steaming hot and ready to be collected, but they gave me a full refund.
What did I do? Left happy and told all my friends how amazing Little Wing Pizzeria are.
The moral of this story?
Everyone has a bad day, when a mistake has happened and a loss has occurred. But your customers will not judge you on your mistake if you handle it correctly. Exceed their expectations and give them something positive to talk about.
You can measure the financial loss of a full refund, but you could never measure the loss of goodwill that they would spread, if you do not meet their expectations and give them the service that they deserve if they are to part with their hard earned cash.