Ever had a customer service experience that just left you thinking, “There’s gotta be something they can do to make this better”? I know I’ve been there. In today’s short episode of Finding the Upside, I’m sharing an update on my less than stellar experiences with a car rental company that I talked about a while back. The lines were always long, the wait times were always ridiculous, and honestly, it felt like no one was taking responsibility to make it better. But on my most recent trip, something surprising happened—one employee turned the whole experience around with a simple, but genius move.
No, she didn’t magically make the cars appear faster. But she did something way smarter: I’ll walk you through how this employee’s “under-promise, over-deliver” approach made all the difference, and why it’s a great lesson for businesses that want to keep customers happy, even when things don’t go perfectly. Most of you I am sure have been stuck in a frustrating service situation, so, this one’s for you. Let’s get into it…
Here’s a quick look at what you can expect from today’s episode…
[0:33] Episode #29: Want Raving Fans? Focus on Building Systems For Predictable Outcomes
[1:47] I Look At The End Of The Result
[9:41] This Makes a HUGE Difference in The Customer Experience
[11:13] Building Predictable Outcomes
Episode Show Notes
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Listen to Episode #29: Want Raving Fans? Focus on Building Systems For Predictable Outcomes HERE
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