Don't Miss a Thing
Free Updates by Email

Enter your email address


preview  |  powered by FeedBlitz

RSS Feeds

Share |

Facebook: Seth's Facebook
Twitter: @thisissethsblog

Search

Google


WWW SETH'S BLOG

SETH'S BOOKS

Seth Godin has written 12 bestsellers that have been translated into 33 languages

The complete list of online retailers

Bonus stuff!

or click on a title below to see the list

all.marketers.tell.stories

All Marketers Tell Stories

Seth's most important book about the art of marketing

ONLINE:

IN STORES:

free.prize.inside

Free Prize Inside

The practical sequel to Purple Cow

ONLINE:

IN STORES:

linchpin

Linchpin

An instant bestseller, the book that brings all of Seth's ideas together.

ONLINE:

IN STORES:

meatball.sundae

Meatball Sundae

Why the internet works (and doesn't) for your business. And vice versa.

ONLINE:

IN STORES:

permission.marketing

Permission Marketing

The classic Named "Best Business Book" by Fortune.

ONLINE:

IN STORES:

poke.the.box

Poke The Box

The latest book, Poke The Box is a call to action about the initiative you're taking - in your job or in your life, and Seth once again breaks the traditional publishing model by releasing it through The Domino Project.

ONLINE:

IN STORES:

purple.cow

Purple Cow

The worldwide bestseller. Essential reading about remarkable products and services.

ONLINE:

IN STORES:

small.is.the.new.big

Small is the New Big

A long book filled with short pieces from Fast Company and the blog. Guaranteed to make you think.

ONLINE:

IN STORES:

survival.is.not.enough

Survival is Not Enough

Seth's worst seller and personal favorite. Change. How it works (and doesn't).

ONLINE:

IN STORES:

the.big.moo

The Big Moo

All for charity. Includes original work from Malcolm Gladwell, Tom Peters and Promise Phelon.

ONLINE:

IN STORES:

the.big.red.fez

The Big Red Fez

Top 5 Amazon ebestseller for a year. All about web sites that work.

ONLINE:

IN STORES:

the.dip

The Dip

A short book about quitting and being the best in the world. It's about life, not just marketing.

ONLINE:

IN STORES:

the.icarus.deception

The Icarus Deception

Seth's most personal book, a look at the end of the industrial economy and what happens next.

ONLINE:

IN STORES:

tribes

Tribes

"Book of the year," a perennial bestseller about leading, connecting and creating movements.

ONLINE:

IN STORES:

unleashing.the.ideavirus

Unleashing the Ideavirus

More than 3,000,000 copies downloaded, perhaps the most important book to read about creating ideas that spread.

ONLINE:

IN STORES:

v.is.for.vulnerable

V Is For Vulnerable

A short, illustrated, kids-like book that takes the last chapter of Icarus and turns it into something worth sharing.

ONLINE:

IN STORES:

we.are.all.weird

We Are All Weird

The end of mass and how you can succeed by delighting a niche.

ONLINE:

IN STORES:

whatcha.gonna.do.with.that.duck

Whatcha Gonna Do With That Duck?

The sequel to Small is the New Big. More than 600 pages of the best of Seth's blog.

ONLINE:

IN STORES:


THE DIP BLOG by Seth Godin




All Marketers Are Liars Blog




Blog powered by TypePad
Member since 08/2003

« The next battlefield | Main | Tech issues »

Please go away (angry)

If you've got more than one person in your organization, you probably have a policy or two.

And those policies have certainly made someone angry. Now what?

Yesterday, I ran into one of those policies at the cell phone store. Try as I might, I couldn't get the clerk or his manager to see how ridiculous the policy was, or get them to show any ability to work with me on it.

So, the company gave me the following choices:
a. admit that you are wrong and we are right and do business with us on our terms no matter how much it annoys you.

b. decide that compromising your principles or the way you want to do business isn't worth it, decide that we are pathetic morons and leave angry.

Why would you only give your team these two options when dealing with prospects and customers?

The obvious answer is a lot more flexibility in the front line. But of course, that's tricky and expensive and sometimes impossible. I think, though, that there's an easier piece of first aid that every organization ought to install. It costs very little and it gives you another chance.

Give the team one more form. And here are the instructions:

When a customer is really upset about a policy or a procedure or something we did, and the only alternative appears to be telling them to go away angry, pull out this form. Explain (only if it's true) that you are disappointed that they're upset. Explain (if it's true) that you agree that the policy is stupid and doesn't make sense in their case.

Then, working as a team, write up the situation. Work WITH them, egging them on. Get all the details on this form, let them explain to you and to themselves what the problem is. Get their contact info.

When you're done, thank them for helping you (it's true, they are helping you!), then fax the form to the CEOs direct fax number.

No, the person won't get satisfied that minute. But they won't leave angry, either.

That and you just might get rid of a few policies and save a few customers.

TrackBack

TrackBack URL for this entry:
http://www.typepad.com/services/trackback/6a00d83451b31569e200d8345d0d7469e2

Listed below are links to weblogs that reference Please go away (angry):

» Challenging Policies from Vital Integrities Blog
[Read More]

» Because Its Policy! from shiftMode
Seth touches on a similar topic to my recent IT battles post. The key difference being that Seths example deals with company policies on how employees interface with their clients. While its the same issue, my post used the example of com... [Read More]

» An Alternative to Bad Policies from 5customers.com
As Ive written on the About page of this blog, organizational policies are sometimes a cause of bad customer service. As a customer, your options in situations like these are limited: either accept the consequences of the bad policy and keep yo... [Read More]

» Customer Service Starts with CEOs from AListReview
Seth Godin is talking about enabling front line staff when confronted by policies that don't work. He suggested having a form that staff and the customer can use to write up the policy, explain why it doesn't work, and then... [Read More]

» Process vs. Creativity from Life is Work
What is it about the startup process that is so exciting? Maybe its the blank canvas in front of you, waiting for direction and that first splash of color as you start out to build something grand. Or maybe its [Read More]

» It Could Work Great, IF.... from LandingTheDeal
The sales person cares about making sure the form gets to where it needs to go. Attaching a commission to a solved problem would probably do the trick. The sales person at the cell phone store is capable of... [Read More]

» Debating The Customer Service Experience from Customer Service Experience
Seth, I love you man, but suggesting that an employee and a disgruntled customer work together to document a bad company policy is utopian. Seth Godin writes about a recent experience with a cellular phone company (go figure). It had... [Read More]

» Learn to listen to your customers! from Street Lessons
Yesterday the immigrants in the US staged a protest against the new immigration laws by skipping a days work and going on streets to show how much they matter to the US economy. They called it - a day without immigrants! I would not get into if ... [Read More]

» Angry Customers are a GOOD Thing from Alternative and Internet Marketing - hosted by Ariel
Customers who give us feedback are our greatest joy and our most satisfying challenge. ... [Read More]

» Oh, No! Not Another Form! from Marketing and Management Update
Well, maybe just one more: The Last Form. Once again, Seth has come up with a brilliant idea: the anti-angry-customer form. OK, maybe I should let him name it. First, its his idea and second, hed probably come up with a much better name. ... [Read More]

» Bad Policy Form from Neal's Blog
This is an idea I want to remember about customer service. ... [Read More]

» "It's Company Policy" from CustomersAreAlways
How many times have you heard that as a customer? A little annoying isn't it? I can admit that in the past that I too, have brought out that ugly weapon and have used it on customers. In retrospect, I... [Read More]

» Gba super card sd from Gba super card sd
Wood stove floor protector Alcohol and drug advertising Columbia mo college College fair phoenix... [Read More]

» Ft lauderdale to orlando from Ft lauderdale to orlando
Pictures of diet pills Agriculture marketing service Sandisk ultra ii sd plus usb card Sophisticated... [Read More]

» Super Cart from Super Cart
This could mean that this shopping site will not function correctly. And, right now, thousands of retailers and small business owners areSorry, you... [Read More]

» Las vegas shows in january from Las vegas shows in january
Irs tax relief Art education graduate program Bear stearns residential mortgage Ncaa march madness c... [Read More]

» Forensic science degree from Forensic science degree
The poker academy Insurance dallas texas Games gambling Spa resort casino [Read More]

» International business graduate school from International business graduate school
Oakwood college radio Symphony hall in san diego Marketing news articles Lowndes county board of ed... [Read More]

» All credit reports from All credit reports
Consolidate my credit Residential real estate loan Foxwood casino in ct Football line sheets [Read More]

» Loan interest rate from Loan interest rate
Procter gamble Sentry insurance stevens point wi Insurance for senior Swimming pool insurance [Read More]

» Play speed card game from Play speed card game
Apply for a personal loan Casino in omaha Snort valium Movie theme ringtones [Read More]

» Mortgage title companies from Mortgage title companies
Education master's degree Degree education online Ametuer poker Cva pharmacy [Read More]

» Degrees certificates from Degrees certificates
Life insurance license Score on credit report Speech pathology degrees Credit card monitoring [Read More]

» Wells fargo student loan consolidation from Wells fargo student loan consolidation
Blank math bingo Crafted christmas cards Spartan sports deluxe poker table Century 21 gilderman <... [Read More]

» Gambling states from Gambling states
Financial freedom reverse mortgage Teacher health insurance Sbc yahoo web hosting Casino pa [Read More]

» Nextel ringtones from Nextel ringtones
Excel federal credit Minimum tax credit Credit report questions America credits [Read More]

» Multiple photo christmas cards from Multiple photo christmas cards
Us agency insurance Blackjack cheat card Pre pharmacy college Automobile comprehensive insurance... [Read More]

» Wind river casino from Wind river casino
Degree 360 Wachovia mortgage rates Bachelors degree in business administration Mortgage companies in d... [Read More]

» Pre paid legal insurance from Pre paid legal insurance
Poker rooms vegas Mortgage broker lic Poker chip tricks video Society of certified insurance [Read More]

» Term life insuranc from Term life insuranc
Credit cards in the us Pharmacy items 1 prescription drug Low cost health care [Read More]

» Online marketing solutions ltd from Online marketing solutions ltd
Odds lyrics Internet affiliate New century mortgage pay Texas motorcycle insurance [Read More]

» Doctorates degree from Doctorates degree
Birthday gifts for 21 Mortgage management Century 21 ca Gambling line [Read More]

» Go With Him Lyrics from Go With Him Lyrics
[Read More]

« The next battlefield | Main | Tech issues »