Last week Uber charged me for a trip I didn’t take. But, I’m still a loyal customer. Here’s how they turned a negative incident into a positive outcome.
They made it easy to let them know about the mistake. If it had been difficult I would have gotten more upset and it might have gotten ugly.
They responded to me right away. If they had taken too long, I would have gotten more upset and it might have gotten ugly.
They sent me this email.
Read it and see if you can spot what was done well:
“Hi Ann,
Thanks for reaching out. Happy to help.
I’m sorry to hear about this charge. So that I can look into this charge for you, please confirm the date and amount of this charge. Also, can you provide a screenshot of the charge on your statement? Once I have this information, I will follow-up to assist further.
Hope to hear from you soon”
Made it personal. Hi Ann,
Thanked me. Thanks for reaching out.
Offered reassurance. Happy to help.
Offered empathy. I’m sorry…
Used a WIIFM (what’s in it for me) to give them more information. So that I can look into this
Gave me a reason to do what they were asking. Once I have this information…
Shared next steps. Hope to hear from you soon.
Mistakes happen, how we handle them makes or breaks customer loyalty.
If you’d like more tips and strategies for delivering outstanding service via text and email, send us a note and we’ll share pricing and availability for our webinar: The Write Stuff.