I've been a Pandora Music Plus subscriber now for a few years and I really enjoy the service. It's simple, inexpensive and overall a great experience. 

If you’re unfamiliar with the service, here is how it works. A user creates personalized “stations” by selecting their favorite artists, and then Pandora plays a mix of music by those artists and other similar artists. The free version has advertisements every few songs, and the paid version is ad-free.

Okay, now back to the story.

All of a sudden, the app started having problems. There was no communication about it from Pandora. No tweets, no emails, nothing. 

I tried everything to fix the problem. I happened to buy a new iPhone recently and had the same issues. Then I realized I have Amazon Prime, and therefore, access to their music service. 

After all the frustrations with the Pandora app, it was game over for them. 

I’m not here to tell you that Amazon's music service is the best and you shouldn’t listen to Pandora. Far from it. 

What I am here to say is to please be vigilant for problems or customer complaints in your business. Have any of your customers had a bad experience recently with your company? Did you do everything in your power to make it right? Did you over communicate during the problem-solving process and after the problem was fixed?

If you made it this far, I trust you know how hard (and expensive) it is to get new customers. Don’t let your competitor steal one because of a problem that didn’t get resolved. 

Here is a checklist you might find useful in this situation:

  • Apologize
  • Take FULL responsibility of the problem
  • Make sure you fully understand WHY there was a problem
  • Make sure you fully understand WHAT it will take to make the customer happy
  • Fix the issue
  • Follow up with your customer to let them know the issue has been fixed
  • Do whatever it takes to make them happy, within reason
  • Follow up again

Don’t let your competition steal your customer with an easy layup. Fix the problem and make it right with your customer. They deserve it!

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Brad Telker
Vice President of Commercial Sales at cfm Distributors, Inc.

Brad joined the cfm team in 2006, and now as the Vice President of Commercial Sales, he focuses on business development, as well as helping contractors and engineers find creative and unique solutions to any size project. When he’s not at work, Brad enjoys photography, running and spending time with his family.