Years ago, I was the assistant to the Regional Customer Accounting Manager of British Gas. The most irate customers were forwarded to him, and I was the gatekeeper. My job was to deal with it so he didn’t have to get involved, or could just write off the problem (btw, he was probably the best boss I have ever had).
Do I lie to the customer and tell them it was a computer error, a meter misfiring, or do I tell them that actually some guy, down in Customer Service, completely fouled up your account and should be fired on the spot?!
But that also goes against my other principles – not ‘dissing’ on folk. My desire is build people up, encourage them and give them mercy. Not to blame or point the finger. We all make mistakes.
It's about choices.
And the same issues arrive as a business owner.
Here at GP, we have taken the philosophy to be transparent.
We CHOOSE to work in our home (just like my pal Richard Branson) and we are real about that.
We CHOOSE to own up to our failures and not give excuses even if we lose business (rarely happens, but occasionally it does!).
We CHOOSE to work hard for our clients and give them excellence.
We CHOOSE to be honest and real with our clients, not always trying to get the biggest buck, but what is right for them.
We hope that you choose us for your promotional, marketing and non-profit needs because you believe in our choices.
Penelope is a Creative Marketing Strategist and Speaker with a huge heart for others and a desire to laugh often! Book her today to speak at your business or organization.