When a friend’s hot chips were missed on a takeaway order from Nando’s recently they delivered them with complimentary drinks to her house without complaint.
On my way through a drive-through today at another takeaway restaurant I tried to reconfirm my order and point out a potential error at the ordering spot. I had “WHAT IS IT?” bellowed at me down the line.
Two different reactions, two different results.
My friend not only still loves Nando’s, but her friend, whose house she was staying at the time, is now huge a Nando’s convert, having eaten there numerous times since then.
A great return in exchange for a great piece of customer service.
How do you handle a customer complaint or query? Does it generate fans or raise hackles?
Kirsty Dunphey is the youngest ever Australian Telstra Young Business Woman of the Year, author of two books (her latest release is Retired at 27, If I Can do it Anyone Can) and a passionate entrepreneur who started her first business at age 15 and opened her own real estate agency at 21. Now Kirsty does lots of fun things which you can read about here. Her favourite current projects are Elephant Property, a boutique property management agency, Baby Teresa, a baby clothing line that donates an outfit to a baby in need for each one they sell andReallySold, which helps real estate agents stop writing boring, uninteresting ads.
Smart Company is the leading online publication in Australia for free news, information and resources catering to Australia’s entrepreneurs, small and medium business owners and business managers.
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