Funny Motivational speaker Amy Dee’s Blog,
Years ago, my youngest daughter Sofi and I visited her favorite ice cream parlor for a cone. This ice cream shop hand mixes goodies into the ice cream while the price of the cone skyrockets. Cha-Ching, Cha-Ching.
On the first lick of her $8 experience, Sofi ate a gummy bear; on the second bite, she found a bit of chocolate. Stopping on the third lick, Sofi pointed to a human hair sheltering in place on her ice cream. Sofi is a blonde, my hair is white, this fuzzy was dark brown.
Grabbing the shaggy cone, I returned to the pinstriped scooper to point out the stow-away hair. I expected the server to dump the fuzzball and “recreate the experience.”
Nope. The pinstriped gal pulled out the furry strand and handed the cone back to me, problem solved. Stunned, I dumped the ice cream, and we left, never to return again. A complete service failure.
No one wants a service failure. That said, fixing a mistake creates an opportunity to shine. The trick is to overcorrect the problem.
The ice cream scooper should have at least made Sofi a new cone. If she had made her a new cone and had given us a gift certificate for the next visit, we would have been customers for life.
Turn a service failure into a success by offering the little extra.