Comments on: How To Fix the experience—then the “fish”

By: Jody Urquhart

Jody Urquhart — Fri, 13 May 2011 15:28:35 +0000

I like the concept. Write more! i think your onto something but more clarity please…. examples of how to fix the experience would be great

I see it that by offering you an appetizer they exceeded your expectation which enhanced the whole experience.

By: How to Stand Out in the Interview and on the Job: Fix the Experience « ResumeSolutionsByWileyBlog

Fri, 15 Jan 2010 16:00:18 +0000

[...] “How To Fix the experience—then the ‘fish’ [...]

By: Christian Russell

Christian Russell — Sun, 20 Dec 2009 03:26:31 +0000

Scmeeven – very cool. Thanks for the follow up. Congratulations and have fun with the job!

I always love hearing these success stories. It’s proof these simple principles are powerful and effective. My experience in sales training is that most sales people and business owners miss little opportunities like this, and it can ultimately lead to so much stress and disillusionment, but the solution is SO simple! Thanks again for sharing

By: Scmeeven

Scmeeven — Sun, 20 Dec 2009 02:52:58 +0000

Christian, the client didn’t press for the refund. Instead, he accepted our request to wait until 31st December for seeing the completed project. Our team is working on it to deliver by the deadline. And, for the first time in months, the client is actually sounding warm and welcoming when we speak to him.

I just want to add that the additional refund I offered was basically what he had paid for the previous phase of work on the redesign. In essence, I decided to give him back all the money he had ever paid us. That’s probably what made him take notice.

By: Christian Russell

Christian Russell — Sun, 20 Dec 2009 02:35:10 +0000

Scmeeven – that is a such a rockin story. Thanks for sharing it! I’d love to hear more about what happened. Did the client end up taking the refund? Did you complete the gig and keep your fee? What a stand up thing to do; it’s true…when you go above and beyond, people notice, and they appreciate it!

By: Scmeeven

Scmeeven — Sat, 19 Dec 2009 06:34:02 +0000

Sean,

This article is such an eye-opener.

I seem to be on the right track as I just offered to fix the experience for a customer a week ago. He had come to us for a web site redesign that literally went dead for many reasons.

He came back ten days ago asking for a refund of the advance he had made. I asked for one final chance to complete it by 31st December and offered to refund an additional sum, over and above what he had paid as advance. He seemed to be totally taken by surprise by that offer and said he is willing to give us time until 31st December.

I wasn’t play acting, though. It was a genuine offer and I fully intended to pay the additional sum if we didn’t complete it. I guess that is important – that the steps you take to fix the experience come across as genuine.

Thanks again for the great insights you provide in your articles.

By: Varun Thakur

Varun Thakur — Thu, 17 Dec 2009 22:18:45 +0000

I’m so glad I read this Sean. There have been instances in our business where we’ve gone hammer and tongs at the problem but still not satisfied the customer. We never saw beyond the fish.

Thanks for broadening my view.

By: Sean DSouza

Sean DSouza — Thu, 17 Dec 2009 20:53:56 +0000

That’s really good to hear. I loved it there.

By: Neil Smith

Neil Smith — Thu, 17 Dec 2009 08:53:26 +0000

I’ve a friend that dines at Two Fat Indiians twice a week. They reserve their favourite seat for them, know their order,know their wine, everything.

Its like eating their parents’ own home. Its home away from home. It takes tremendous structure and systems to produce a business like that! That is why I am so glad to be doing the Brain Alchemy Master Class at home at the moment, so I can learn to walk down the road with out customer experiences each year, at annual review time.

Thanks again for more excellent ideas Sean.

Thanks awfully for the poster too!

http://www.LifeRisk.co.nz – A disclosure statement is available, upon request and free of charge.

By: Sean DSouza

Sean DSouza — Wed, 16 Dec 2009 16:10:18 +0000

@ Michelle: Glad to hear that. I do hope your staff read it. And there’s always the poster at http://www.psychotactics.com/blog/fish

By: Sean DSouza

Sean DSouza — Wed, 16 Dec 2009 16:09:10 +0000

@Dave: It depends what you mean on: “Easy to read”.

By: The Art of Effective Communication. « The online warehouse of thoughts.

The Art of Effective Communication. « The online warehouse of thoughts. — Wed, 16 Dec 2009 14:01:53 +0000

[...] The Art of Effective Communication. http://www.psychotactics.com/blog/art-marketing-experience-fish/ [...]