His superior ordered him to come down to head office at 4 pm today. Therefore, he looks very nervous. Why did he call up? What will be the topic? His mind has been in a confused state from morning itself. He is the Branch Manager of the biggest organisation. A few days ago, one of his customers had come to his branch with issues. As a Branch head, he should have attempted to resolve the problem. But he sought 24 hours times and did nothing. The customer has already spoken to him twice over the phone in this regard.
The customer must have gone to the head office and complained. He suspects the customer. At least his superior could have informed the reason. He looked at his watch. It shows 11.30 am. It’s awful. He should push nearly five hours with impatience and inquisitiveness. His mind did not agree that he did wrong.
‘I did nothing wrong to him. I have just asked for 24 hours to solve. Ok. I accept my fault. I couldn’t solve it within 24 hours. So what? He could have waited one more day. Shall I call the customer now? No…No, what should I do now?’
He does not know for what reason his superior called him but he mutters a lot.
He went to the head office ten minutes prior to the schedule. Exactly at 4 pm, he was called inside to his superior’s room. At the same time, that customer came out of the room. He went inside and then the superior started talking to him.
“See my dear friend. I resolved your problem today. You should learn one thing unquestionably that the customer is more valuable than anything for us. He called you twice and met once in this regard. But your shots were not adequate to solve this. I know you are angry with him now. Instead, you should stand on his position and think. If we get any issues with the product which use regularly, we want to scold everyone and set a deadline to them to solve it. You can lose this customer today but get a customer like him will demand much more time. We all focus on getting new customers to our business at any cost. On the other hand, we are not involved in solving any issues of them.
When a customer has any issues, spend time on that to know the nitty-gritty of the issue. Then get some time according to that and seek to solve the issue before the deadline. This will create an incredible relationship. But you people are trying to send the customer out and relish the short-term relief”.
Please bear in mind, you have to solve the issue otherwise the issue will follow you. It applies to your personal life too.