Articles Tagged ‘O’Malia Stores’

Joe O’Malia’s Instructions on Handling Complaints

Wednesday, August 3rd, 2011

DannyOmalia

My father’s, Joe O’Malia’s, tips to me from 1975

“To err is human. To fix it superbly is DIVINE!”

1.Don’t ever give the job to someone who’s name’s not O’Malia
2.Don’t ever give the job to someone who can’t handle the problem.
3.YOU do it as long as possible (through October ’06!)
4.Goal—2 Compliments to 1 complaint (ended up 3-1!)
5.RETURN ALL CALLS ASAP!!
6.DO’T TAKE IT PERSONALLY!! (not about you—about them!)
7.LISTEN! Let them vent.
8.Ask questions as needed.
9.EMPATHIZE!
10.FOLLOW UP! ALL THE WAY!
11.Above all, look at each complaint as an OPPORTUNITY to make lemonade out of lemons! It’ll make them an even BETTER customer (maybe an ADVOCATE).

Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com

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