Business Relationships And Customer Service And . . .Oh, Fudge!

As is my sometimes habit, I ordered holiday gifts a few weeks ago from the very fine chocolatiers at Chicago's own Vosges Haut-Chocolat for some colleagues, collaborators, and unindicted co-conspirators. That I received no "thank yous" when the orders should have arrived was not suprising, given the sketchy backgrounds of a few of the recipients. But, when no acknowledgments at all showed up, I began to suspect that somehting was amiss.

Amiss hardly begins to describe the impossible series of events that concluded with both no gift shipments and no record whatsoever of the transaction, but I'll spare you the gory details. The net status was that: I had egg, or worse, on my face; some of the customary recipients surmised that I might have died; and I was seen to not reciprocate the generosity of those who had already sent me gifts.

In short, some key business relationships were made a shambles overnight. And, I felt compelled to break my brand-new resolution to be more tolerant, understanding, and forgiving in 2012.

When we talk or write about superlative and definitive customer service, we usuall pick on the usual suspects: Nordstrom, Infiniti, Ritz-Carlton, and the like. But, there are smaller companies who are as good as, or perhaps even better than, the household names - and it just might be more important to the smaller business to excel at customer service.

In Vosges' case, the Manager of their Concierge Service jumped on the issue with both feet. And, the founder and CEO was openly pushing for a positive resolution - ASAP. In short, my requests were met, and my expectations were exceeded - also ASAP. The calls and collaboration in finding a solution were one thing. But, a hand-written note when the dust had settled? Seldom heard of. So, I was brought back from the brink to a customer-for-life state of mind.

There are a few lessons for anyone remotely interested in customer service (and the maintenance of strong business relationships) to take away from this homely example.

One is that positive attitudes cannnot be taught. Oh, you can smooth out the rough edges a little, but a great attitude is hard-wired into some people's brains. It should be part of evaluations in the hiring process; technique and process can be taught, but a person who is pre-wired in the right way is a pearl of great price.

Another is that strong business relationship bonds are not made permanent by never, ever making a mistake. But, an amazing correction of an error is treasured by customers more than uninterrupted smooth sailing, and strengthens the relationship.

Yet another is the recognition by customer-service mentalities that fixing a problem is not an annoying cost of doing business, but is a high-payback investment in a longer-term revenue stream and, by the way, a source of referrals.

So, a potential catastrophe can turn into a love feast when it is managed the right way. Before I forget (another by-the-way), don't go looking for Grandma's fudge at Vosges; save that craving for the neighborhood candy store. Do bring your taste buds, though; they'll thank you.