Hello from deep inside our latest project

We’re dealing with some annoying coding errors in a website project right now.

A website redesign is a complex project with many layers in the later stages, all going on at once—design, copywriting, coding. When I didn’t hear back from the people who are working on the coding issues, I assumed they were hard at work like I am, and I cut them some slack.

For two weeks. (There’s no lack of other things to do on this project, and other projects to move along as well.) Then I left a message checking in with them—just Wow, this must be a stubborn problem, need to move to the next phase soon, how’s it going?

It took them 4 days to get back to me (oof!) —and say that they accidentally marked the work as finished weeks ago, so now they’d get on it right away.

Oof.

Well, they did get back to me within hours of that “we goofed” email with the first fixes (no, we’re not done yet), and the communication has been constant and excellent since then. That got me thinking…

Maximum Customer Experience is an elastic concept

Maximum Customer Experience is an elastic concept, IF—

  • Trust is there.
  • The relationship is already a long one (so the customer feels “invested” in the relationship).
  • There’s a sincere apology (in this case the honesty blew me away—how many companies would tell you “well, actually, we forgot about you and haven’t done a thing”? Refreshing, if nothing else…) AND a genuine resolution follows.
  • You don’t need all of these conditions to create Maximum Customer Experience out of terrible customer experience. Any one factor can probably salvage things, and the last—listening to customer complaints and doing something about it—is the easiest place to start.

    It’s okay to be human sometimes.

    It’s okay to screw up.

    If your overall aim is for Maximum Customer Experience, that will come across to most customers. You can get back on track, and maybe come out stronger than ever.

    Now if we could just finish up with this code problem…

    What do you think? Can a company with a tarnished reputation ever get back to MCE in your eyes?

    (Have you ever had to work your way back to Maximum Customer Experience with one of your customers?)

    Grow and be well,

    Kelly Erickson