Inside My Business Trip: How To Make Things RIGHT

Make it right. I'm going to talk about why that's important in today's episode of Lunch and Earn. So last month I was in LA on a business trip and one of the things that I had to do was a Hangout with AWeber. And AWeber is the email marketing software that I use and every month we do a different Hangout. And I was super excited for this one because I was going to be talking with one of their project managers about how to manage your time. It's a topic that I love and I was really curious to find out their perspective on it. And the deal that I made was we're going to do a half an hour Hangout and put that online and share with you guys and gives you knowledge and also helps promote AWeber. And I was doing it from the Airbnb place that I was at and 25 minutes into the session the internet cuts out. There's this big power failure across LA and my power— my internet shuts off. I can't connect. And suddenly my co-host is left not knowing what to do and ending up closing down the chat, maybe answering one or more, one or two more questions. And I felt bad. I felt bad that, you know, I didn't end it on a high. I felt bad for you guys watching. It wasn't a great experience. I felt bad for him for having to be on and not knowing what to do next. And even though I gave them close to what they wanted, right, I gave them 25 minutes out of the 30, I felt bad that It wasn't right, you know, like I had to make it right. And I think this is an opportunity for a lot of entrepreneurs because you're going to make mistakes in your business. You're going to have people who you let down. Your service won't be fantastic. Your product will fail on you. You will have technical difficulties. You know, you will not live up to everybody's expectations every single time. It's a noble goal and definitely worth striving for, but you're going to make mistakes. It's an opportunity though for you to then cement your relationship and make them love you because you go above and beyond to rectify the situation. So what I did was I flew home the next day and I said, guys, let's do this again. Let's do the session again. We'll start over from where we were, pick it up and provide more value. And I invited you guys back on, I invited the AWeber guys back on, and we did another full session that I didn't charge them for. And because I was so worried about the internet, I went to an internet café back here in Toronto, Ant City, to make sure that we had quality internet for the entire half hour and ended up going over, but just making sure that they had a really good experience. And so I did that for free, right? Even though I had to fly back home, I had to do a crazy amount of marketing and promotion to set it up, to, you know, do that extra work for free to come on and do another Hangout with you guys, because it was the right thing to do, because it was the right thing for you guys as the audience to do, because it was the right thing for my client with AWeber, and because because it was at the end of the day the right thing to do. And I think a lot of entrepreneurs, you may, as you make these mistakes, apologize and you may lose your clients because of the mistakes you make. Where if you not only apologize but make it right, find a way to make them happy, whatever that takes, it means you not getting paid. It means you spending extra hours. It means you putting in, you know, the time of your team and effort and resources. To make sure that they are happy, because that then— if you can turn that situation around, you'll often get that customer as a customer for life. Because everybody understands that mistakes will be made. It's how you handle it. And if you can make sure that they are happy, then they're going to tell their friends about you. They're going to want to keep coming back, and it's a huge opportunity for your business. So make it right. So the question for you guys today is, I want to hear a story from you about how you've made it right for your customers, or flip side, an example of a customer that made it right, company that made it right for you. You had a bad experience and they turned it around. Share it in the comments below because I think it could really help give some practical examples to people who are struggling with this issue. So thank you guys so much for watching. Continue to believe, and I'll see you soon.