Do you and your staff build and maintain a relationship with the customer?
Do you and your staff fix mistakes with the minimum of fuss each and every time they occur?
Do you and your staff apologise immediately when things do go wrong?
Do you and your staff immediately provide full explanations to customers in the event that things go wrong?
Do you and your staff agree to fix problems immediately when things do go wrong?
Practical tips for taking positive action when things go wrong for your customers.
Understand that mistakes will happen and errors will occur in your business—and help your staff to understand this as well.
Institute a policy of thanking the customer immediately when they point out where things have gone wrong in the service transaction.
Make sure you and your staff fix all problems immediately or as soon as possible once you become aware of them.
Always aim for a positive, win/win solution (for you and the customer) when things go wrong.