Posts tagged ‘The Vegan Tree’

March 16, 2012

4 Valuable Lessons Nonprofits Can Learn from For-profits

I believe that the nonprofit and for-profit sectors can learn a great deal from one another. Over the past several months, I’ve had some experiences that have confirmed this belief. I’d like to share two negative and two positive encounters I’ve had with the for-profit sector and reveal the lessons I learned that can help any nonprofit organization.

Under promise, and over deliver.

I ordered a roast-beef sandwich to go from Au Bon Pain. While I’m not a frequent Au Bon Pain customer, I’ve been one for many, many years. I was looking forward to my sandwich. When I got home, I unwrapped my lunch, and took a big bite. Something wasn’t right. I spit out the bite. There was a piece of paper. I opened my sandwich and found a sheet of deli paper!

Ok, if you make thousands of sandwiches, you’re bound to a make a mistake sooner or later. However, rather than just let the incident slide completely, I thought Au Bon Pain should know about the situation. I thought they might have a new sandwich guy who might benefit from some additional training. So, I called the “800” number on my receipt.

I was not looking for anything. I just wanted to inform the store about the incident so management could be aware and take any action they deemed appropriate.

The customer service representative was very nice. She took a detailed report and said she would pass it along to the store manager. Then, she added that she would have the store manager call me personally. I wasn’t expecting that, but I thought it was a nice move.

Unfortunately, days went by without any call from the Au Bon Pain manager. So, I began to get annoyed. I thought, maybe the customer service rep didn’t pass the report along.

I called the “800” number once again. A new customer service rep took down the information again and also apologized that I had yet to receive a call from the store manager. The rep reassured me that the call would come by the end of the week.

Well, months have gone by, and I still have not heard back from Au Bon Pain.

What started out as a fairly minor problem has turned into a bad customer service situation. Au Bon Pain twice promised me that the store manager would call. Yet, I received no call. This could mean any number of things. For example, it could mean that neither report was passed on to the manager. It could mean that the manager received the reports but simply did not care.

In any case, Au Bon Pain broke its promises to me. As a result, I will no longer do business with them. I have plenty of other food service choices. I don’t need them.

If the original customer service rep had simply told me she would pass along my complaint to the store manager without promising a follow-up call, I would have been fine. I would have felt my voice was heard and that the company was taking appropriate action. Instead, I was promised something that was not delivered. Twice!

All for-profit and nonprofit organizations should under promise and over deliver. If the customer service rep did not promise me a call from the store manager, imagine how pleasantly surprised I would have been if I nevertheless received a call from the manager. Au Bon Pain could have retained me as a loyal customer.

The corollary to “under promise and over deliver” is “do not make promises you can’t keep.” If you’re going to promise something, make sure you have a system in place to ensure the promise is fulfilled.

read more »

%d bloggers like this: