Unhappy Customer? Let Them Decide What to Pay

In: BlogDate: May 27, 2011By: Henry Stewart

Being CEO of Happy means I get to deal with anybody who we have upset and who my colleagues haven’t managed to make happy.
This doesn’t happen often and it’s never good to speak to a customer who we have let down but I do actually enjoy the task. Based on being open, admitting anything we got wrong and finding out what they need, there is nearly always a way to meet people’s needs.

Last week I called a client for whom the training had been great but we had messed up on collecting payment, causing her hassle and worry. She asked, given what had happened, why I expected her to pay anything for the course. I understood her view and we do have a policy of doing what is needed to make our customers happy. So I decided to leave it to her:

“We have a full money-back guarantee if you are not satisfied,” I wrote. “So it’s up to you. Please pay whatever you think is appropriate, from nothing upwards.”

A few days later a cheque arrived, with a note saying she had decided to pay 76% of the fee. I have no idea how she arrived at that %, but it seemed more than fair. Once again I was reminded that people are reasonable and rarely take advantage if you are fair and open with them.

Do try it: If you have an unhappy customer, leave it to them – ask them what they want to pay.

Hi, we are Happy

We are leading a movement to create happy, empowered and productive workplaces.

How can we help you and your team to find joy in at least 80% of your work?

More about Happy

 

Why choose Happy?

  • Award-winning learner-focused approach
  • Small class sizes to give personal one-to-one support
  • Two years of free support after your course
  • Private group options available
  • No quibble money-back guarantee on all courses
5 out of 5 stars

The course was very informative and easy to pick up tips on how to minute take.

Barbara Wilson63 days ago

Henry Stewart, Founder and Chief Happiness Officer

Henry is founder and Chief Happiness Officer of Happy Ltd. Following a fairly disastrous job early on in his career, Henry was determined to discover what enabled a productive and happy workplace. In 1987 Henry set up what was originally called Happy Computers. Inspired by Ricardo Semler’s book Maverick, he built a company with a reputation for some of the best customer service in the country and one of the UK’s best places to work, winning multiple awards for its culture and philosophy. His book, the Happy Manifesto, was published by in 2013.

Outside of work he is a father of three, Chair of Governors at his local comprehensive in Hackney and a keen cyclist.

You can find Henry on LinkedIn and follow @happyhenry on Twitter.

More by Henry

Want to learn more?

Looking for customer service training? Happy has a Creating Customer Delight training course that is designed to enhance your ability to understand what makes excellent customer service and effectively resolve difficult situations with unhappy customers. It is available both as a private course just for your organisation, and a public course hosted at Happy’s training centre in Aldgate.