When we make a mistake in our office, and it happens, more often than I like, I feel like I owe the client something, moor than just an apology.
Think of all the times you been on hold with Bank of America, or Verizon, or (you fill in the blank) for something that was out of your control- a mistake was made on their end, and you have to suffer through 10, 15, 20 minutes, or an hour during your day to get it resolved. Of course the call ends with a genuine "I'm sorry" (in most cases), but nothing to account for your time, taken from you.
Although I don't see this on paper, I tend to value my time at $100 an hour- free time is scarce. I have relationships I can be nurturing, whether it be clients, future clients, my family, or my employees. I also have things I enjoy doing like blogging, reading, working out, taking pictures. And frankly, I'm pretty good at what I do. There is a value on my time, and there's a high value on yours too.
It has always annoyed me, that after wrangling with these call centers for sometimes hours to correct a mistake of theirs, I get nothing in return for that expenditure.
So in my office, when we screw up, if it's caused our client time, in any amount, we nearly always send a card with a gift. Certainly, we can't apologize to the tune of $100 an hour, but I feel like it's important people are compensated for their time. It's a simple gesture, but an important one.
I like this. It doesn't quite make me feel better when I mess something up, and it's certainly not something I can be proud of doing. It just seems like the right and reasonable thing to do.
This post is tough to write, because I know we haven't executed this policy perfectly, but that's our goal. Of course a business' goal in the first place is to not make mistakes, but when they do, the great ones make it right. And sometimes an apology just isn't enough.
What do you think? Have you found companies that truly have satisfied you after screwing up? How did they show they valued your time?
Think of all the times you been on hold with Bank of America, or Verizon, or (you fill in the blank) for something that was out of your control- a mistake was made on their end, and you have to suffer through 10, 15, 20 minutes, or an hour during your day to get it resolved. Of course the call ends with a genuine "I'm sorry" (in most cases), but nothing to account for your time, taken from you.
Although I don't see this on paper, I tend to value my time at $100 an hour- free time is scarce. I have relationships I can be nurturing, whether it be clients, future clients, my family, or my employees. I also have things I enjoy doing like blogging, reading, working out, taking pictures. And frankly, I'm pretty good at what I do. There is a value on my time, and there's a high value on yours too.
It has always annoyed me, that after wrangling with these call centers for sometimes hours to correct a mistake of theirs, I get nothing in return for that expenditure.
So in my office, when we screw up, if it's caused our client time, in any amount, we nearly always send a card with a gift. Certainly, we can't apologize to the tune of $100 an hour, but I feel like it's important people are compensated for their time. It's a simple gesture, but an important one.
I like this. It doesn't quite make me feel better when I mess something up, and it's certainly not something I can be proud of doing. It just seems like the right and reasonable thing to do.
This post is tough to write, because I know we haven't executed this policy perfectly, but that's our goal. Of course a business' goal in the first place is to not make mistakes, but when they do, the great ones make it right. And sometimes an apology just isn't enough.
What do you think? Have you found companies that truly have satisfied you after screwing up? How did they show they valued your time?
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