In the fitness realm, “time under tension” is a principle where muscles grow stronger the longer they’re put to work. It’s a concept that’s beneficial there but not quite as welcome in the business world. Here’s a brief, true story that brings this to life and offers valuable lessons for any business owner.
A Decision to Support Local
Nearly two decades had passed, and it was finally time to update our kitchen appliances. After exploring numerous brands, Marcia and I, drawing from my experience as a small business owner, decided to support our local appliance store. They not only had exactly what we were looking for but also surprised us with prices that beat the larger competitors. They scheduled the delivery, and we eagerly awaited our new additions.
The Incident and Immediate Response
The delivery day was seamless, with a team that was both professional and efficient, leaving us initially delighted with their service. However, our joy was short-lived when we discovered a significant scratch on our hardwood floor shortly after they left. As someone who’s been in their shoes, I felt a pang of empathy, knowing all too well the dread of accidentally damaging a customer’s property. Yet, I couldn’t help but think this was a preventable error, a moment of carelessness that could easily have been avoided with a simple precaution like a piece of cardboard.
Feeling a mix of understanding and frustration, I reached out to the store, expecting a drawn-out process. But to my surprise, the response was swift and sincere. The owner was at our home at 8:30 a.m. the next day, ready to make things right. This immediate action transformed my growing frustration back into the empathy I originally felt, demonstrating the power of facing problems head-on.
Lessons Learned
While the attempt to fix the floor wasn’t successful, and we await professional repair, the gesture was what truly mattered. It showed a commitment to customer satisfaction and the importance of addressing issues promptly.
This experience underscores several key takeaways for business owners and managers:
- Prevention is Key: Simple precautions can prevent many common mistakes.
- Ownership and Honesty: If errors occur, owning up to them immediately can prevent a lot of additional stress.
- Minimize the Time Under Tension: Solving problems swiftly prevents minor issues from escalating into major grievances.
Mistakes are inevitable in any business, but it’s how they’re handled that defines a company’s character. Taking ownership of issues with humility and professionalism not only resolves the immediate problem but also builds trust and loyalty among your customers. So, remember, when challenges arise, minimize the ‘time under tension’ and face them head-on. This is not just the best approach—it’s the essential way to ensure both you and your customers come out ahead.
1sixty8 media is a full service digital marketing and business services agency specializing in the mobile enhancement industry. We invite you to contact us today to learn about any of our products or services.
Leave a Reply