If you’re not happy, I’m not happy

A few weeks ago we gave back some money to a long time client because they are not happy with our work. Thing is, I was already prepared to say: You know what, don’t worry about the rest of the outstanding balance. If you’re not happy, we’re not happy.

That’s all that matters.

It’s one thing to say that you aim to delight your customers/clients and make them happy, but it’s another thing to not be able to do it. It hurts when a client wants to move in a different direction because you didn’t exceed their expectations. These are the types of things that you don’t want happening. Don’t see happening.

All I could do is apologize and say: Sorry I let you down.

My client wasn’t expecting this type of behavior. Why?

Because there are not many businesses out there who are happy to say: If we don’t exceed your expectations, you get your money back.

Nor are there a lot who would have written a post saying they suck. Then again I have nothing to hide and know that sometimes you win and sometimes you lose. It’s best to be honest with yourself. Now it’s up to me to make sure this doesn’t happen again.

This is a tough one to swallow.

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