What to do when things go wrong

Nobody’s perfect, when running your business something is always going to go wrong at some point. In the marquee hire world this is generally along the lines of:

  • Not putting the marquee up at the agreed time
  • Putting the marquee up in the wrong place
  • Supplying the incorrect equipment or incorrect quantity

The first thing we would do is simply put our hands up and admit the mistake. Trying to argue when you know you’re in the wrong is never a productive solution.

The second thing we would do is do everything in our power to end up with a happy customer. That saying that bad news travels faster than good news is especially true in marquee hire, some people will pass on a good recommendation but just about everyone will complain and spread word if something goes wrong.

If it means working in to the night, if it means upgrading some of their equipment then just do it.

I tend to think you see peoples true nature when things go wrong and the same can be said of companies.

Incidentally this is when you’ve done something wrong. There are times when you’ve done everything right but a customer will still complain, at that point it’s up to you how you handle it – does the customer have a genuine complaint or are they trying to get something for nothing?

Just to prove a point we’re not perfect either, we made a mistake with an order through ebay recently: forum comment on incorrect supply of order

If there’s a problem deal with it immediately, resolve the issue and move on. Letting issues drag on won’t save financially or on stress levels.

Thanks for reading

Spencer

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