On a webinar the other day for one of my big group programs, the audio wasn’t working well. After delivering about 30 minutes of content, I switched over to the webcast input to see if there were questions. Instead, there were over a dozen comments about the fact that the sound was bad, and they were having trouble hearing me.
A few days before, I had a new phone system installed. I was trying to improve the quality of my offerings, and instead, the audio quality of this call was barely usable. I did some tweaks that improved the quality for the last half of the call, but I was really disappointed. I care about putting out excellence (don’t you feel that way, too?) and it hurts when it doesn’t happen, despite your best efforts.
Here’s the interesting thing: Studies show that when something negative happens with a client, if you do everything you can to make it right, you can actually end up with a MORE loyal customer than if the mistake hadn’t happened in the first place!
So I took action as soon as the call was over. I immediately re-recorded the first 30 minutes of content of the call on my in-house system (so it’s really good quality), and released that recording to the group. Plus I gave them one of my audio products that was related to the subject we were talking about in the class, just as an ‘I’m sorry’ gift.
Did that make it all better? I’m sure there are a few people that were frustrated, just as I was. But how you handle the challenges can say as much about you and your business as how you handle the successes. So don’t despair when something prevents you from delivering the way you want to. See it as an opportunity to show them how much you value them, and what you stand for.
You can also tap – Since I did some tapping on this, I thought I’d share this routine with you. Tap on each point as you speak, moving from point to point with each phrase. (Not sure of the EFT tapping points? Click here.
I really messed that one up
I REALLY messed that one up
I feel like such an idiot
I hate it when that happens
What are they going to think of me?
Why did this have to happen?
Why am I creating this?
I hate messing things up like this.
I’m going to have to tap forever to get over this.
I’m really annoyed.
What’s wrong with this picture?
There are things I can do.
I’ve certainly learned from this situation.
I wonder what I can do…
In order to show my peeps that I really care.
What can I do…
To show them what I really stand for?
I’m open to creating something great from this situation.
I’m open to having this turn out even better.
Even though it doesn’t seem like it possible could
It feels like I’ve ruined things forever
I’m open to the possibility
That I could actually make this a win for everyone.
I’m open to something amazing, surprising…
Wonderful, and powerful happening.
I’m open to how I can turn this around.
I’m open to ideas from the Universe
About how I can turn this around.
I’m open to surprising new ideas
On how I can create even better relationships with my clients
Even when unfortunate things happen.
I’m open to creating miracles.
I choose to invite in the miracles.
And I’m grateful for them.