01268 90 44 44 sam@mymortgageangel.co.uk

There’s an Eleanor Roosevelt quote that goes: “A woman is like a tea bag – you can’t tell how strong she is until you put her in hot water.”

I think this quote can also be applied to customer service, in that you can’t tell how good it is until something goes wrong.

We can all post glowing testimonials on social media, and talk about how committed we are to making our customers happy.  But it’s how we respond to unexpected problems and mistakes that really proves a company’s commitment to customer care.

Of course, no-one enters any kind of relationship with an expectation that things will suddenly go wrong.

But wouldn’t it be nice to know that if they did, we would be treated with honesty, consideration, and understanding?

I speak from experience.

Like many people, I have been on the receiving end of good and bad customer care.  And like many people, I understand that we are all human, capable of making the occasional mistake. 

So when a company is able to admit to and apologise for a mistake, then do their best to rectify the situation for their customers, I really appreciate it.

I hold myself to incredibly high personal and professional standards, so when a mistake happens, I take it personally. 

I want to treat my customers in the same way I would like to be treated, and indeed have been treated in the past by good companies.  The best ones don’t shy away from issues, they simply do their best to explain and correct them.

In a recent My Mortgage Angel case, a human error in the mortgage application process meant that my customer was financially disadvantaged in the short term. 

Fortunately, the deal we were able to find for her meant that she would end up saving money over the long term.  But this was definitely not the immediate outcome we had planned, or agreed.

So I took a deep breath and called my customer straight away, taking full responsibility for the error, and clearly explaining what would happen next.

Thankfully, I was quickly able to resolve the issue to my customer’s satisfaction.

Not only was she generously accepting of the situation, and pleased with the outcome, but she was also happy to continue working with My Mortgage Angel. 

She even said she would be recommending us to her friends.

As a small business owner, I rely on word-of-mouth recommendations, so this made me very happy indeed!

The moral of the story is this.  As tempting as it can feel to ignore, or deny responsibility for honest mistakes made in your business, the right response can actually strengthen your customer relationships.

If you’re still feeling worried about what might happen next (I certainly am from time to time!), consider this. 

If a customer isn’t willing to recognise that errors can occasionally happen, nor offer you the chance to explain and resolve them when they do…

…then do you really want them as a customer?

To find out more about the fee-free advice we offer at My Mortgage Angel – where thankfully, mistakes of any kind are few and far between! – then please get in touch.


Approver Quilter Wealth Limited & Quilter Mortgage Planning Limited. 22/11/2022