Should you go beyond fixing your customers problems?

by on 12/02/2010

The worlds largest car company – Toyota, is going through a crisis.

They are efficiently going about trying to fix the problem. Millions of cars worldwide will be fixed soon. No doubt this is going to cost them millions of dollars.

Will this solve Toyota’s reputation and restore its credibility?

What if in addition to fixing the problem, Toyota also managed the experience of their customers?

Here is an example and it is my personal experience.

After a 12 hour flight to Sri Lanka and 2 hour drive to the hotel, I was pretty exhausted. The receptionist told me what I didn’t want to hear.

My room wasn’t ready.

I didn’t even get a chance to complain. The general manager of the hotel greeted me, offered a drink and politely said that if I could bear with him for another five minutes, I will be upgraded to their finest suite.

Within five minutes I was escorted to my new suite. To my surprise there was a bottle of champagne with the compliments of the hotel, and a note apologising for my room not being ready on my arrival. The hotel also offered a free dinner at any one of their restaurants.

In addition to fixing the problem the hotel went a few extra miles to fix my experience, well beyond my expectations. I am now likely to be a lifelong customer.

So what can Toyota do to fix their customers experience?

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