Sep15ThuSeptember 15, 2011
Posted by Andrew VanderPloeg
"It's much easier to make a point than to make a difference."
- Andy Stanley
Last week, my friend Joy shared a little anecdote on Facebook.
"… pulled up to the Starbucks drive-thru and as the [barista] asked me what I wanted, I realized I forgot my wallet. 'Oops, sorry... apparently I don't want anything!' He replied, 'You sound like an honest person, can I make what you'd like and you can come back?'"
There are always two ways you can respond to your customer/donor when they make a mistake. Option 1 is to reinforce the fact that it's their fault and get on with being right for the rest of the day. Option 2 is to accept some risk and extend some understanding, because one day in the future we'll all do something like forget our wallet.
Question is, which one is more likely to get you a life-long advocate?
Oh, and by the way, when she returned to square up, the Barista's response was: "Oh wow, you came back!"
Now that's ground-breaking - he didn't even expect anything in return.