A short conversational excerpt from a YouTube video where Mike Andes and another speaker discuss customer complaints and service recovery. The speakers argue that offering free services or refunds often fails to resolve customer dissatisfaction because customers primarily want the problem fixed, not a free product. The dialogue advocates for addressing issues directly and using kindness rather than automatic refunds.
If they call and they complain and I can't make it right by having this conversation that we're having on the phone, I'm asking for one more chance, and if I can't get it right, you get it for free. Most people feel bad afterwards because they're like, I didn't want it for free. And I'm like, it's okay.
One of the things, too, I had to realize because I was the same way, is like, customers don't call for free services. They call for something to get done, right? And so when they're complaining, sometimes it's almost an insult to, like, well, let's give it to you for free. It's almost a matter of like. Like, I'm just sweeping it under the rug. Like, I'll just give it to you for free. I'm sorry.
Yeah.
Because we think that's going to solve it. When they're like, no, I just want this done.
I'm the. I'm the pet, the petty, passive aggressive person.
So for me, it's like, kill them.
It's like, kill them with kindness.
