Today, we’re going to talk out of our own experience. As a service provider, we of course know how important it is to deal with mistakes properly. Mistakes happen, after all we are all only human. But how one behaves in case something goes wrong can be decisive for whether a business relationship continues or breaks up. With the following example, in which we were a customer, we not only want to sensitise people to the topic, but above all show them what they should pay attention to. Because with the beginning of the new year, a new regulation for warranty and fault liability has also come into force, which entrepreneurs should know and observe.
Let’s start with our example. As zipcon, we ordered flipbooks from MB Druck+Werbung Max Ballas on our own behalf. All of the print shop’s specifications were taken into account, and the print data was checked and approved by the service provider. Nevertheless, an important part of our motive was missing from the final product; it had disappeared in the adhesive binding. That is annoying, but it can happen. But when we complained about the flip book in writing, the result was – justifiably or not – recriminations instead of an open exchange about the possible causes of the problem, let alone a proposal for a solution.
We don’t want to complain too much, because we know how tense the situation is for many companies. But what the example shows nevertheless: The importance of good customer service cannot be overestimated. Putting oneself in the customer’s shoes, showing understanding and offering solutions are the be-all and end-all. In addition to competence and quality, advice and assistance have become increasingly important in recent years. Only in a good dialogue – whether in writing or by telephone – can misunderstandings or problems be solved to the satisfaction of both sides. If you are a clever service provider, you can even score points with courteous, solution-oriented customer service and present yourself as a service provider for whom customer satisfaction is the top priority.
However, dealing with errors and complaints is not only about a good and hopefully long-term customer relationship, but also, quite simply, about liability. If the customer’s concerns are not heard by the service provider, he can take legal action. This is ensured by the warranty law for consumer transactions. And it is precisely this that came into force at the beginning of 2022 in a new version that brings drastic changes for companies and traders.
Dr. Thomas Schwenke clarifies on datenschutz-generator.de: “Unlike before, warranty exclusions in general terms and conditions and product descriptions are no longer sufficient. Furthermore, completely new rules for ‘digital products’ are included in the law and bring with them, above all, update obligations of unknown duration. These obligations significantly increase the risk for companies, as missing updates can lead to claims for damages. At the same time, customers can now also withdraw from contracts without a reminder or deadline.”
In the report, all details on the new legal situation can be read. The specific changes in warranty law for goods and digital products are explained in detail and should be taken very seriously.
And to avoid claims for damages in the first place, good complaints management on the part of the print service provider is all the more important. Therefore: Take your customers’ feedback seriously – regardless of the size of the order. Take your time, listen, remain friendly – also in written communication – and try to find a solution together. Because even negative customer feedback can be an opportunity to strengthen the relationship with your customers.