With our guests and customers, we can be tested most on our alignment with this value when it comes to handling their complaints.
No matter how hard we may try to serve others in our work, and no matter how good our intentions are in doing so, there will be times in which “stuff happens.” The first thing we must do is tackle the problem head on and not avoid it if our customer is to feel we care about the situation, and that we truly care about them.
Easier said than done at times, I know. No one likes to walk into a problem situation in which they know a guest or customer isn’t pleased.
Well, one way to deal with that dread and avoidance, and practice Mālama at the same time, is to have a method with which everyone in your company understands how to handle customer complaints, and agrees works well. Once everyone learns it and commits to following the steps involved, they’ll feel they are better equipped to handle the situations which inevitably may crop up.