When Something Goes Wrong

Errors happen, and one complaint screams louder than thirty compliments. To turn a negative into a positive:
  • An angry Customer wants to know that their complaint is being heard NOW! 
  • Do not send an email – CALL. 
  • Take ownership. Whenever possible, solve the issue yourself. If that’s not possible, at least be the Customer’s one point of contact. 
  • "I'm sorry. How can I make it better?" 
  • Don't give a Customer cause to say that their needs were not met. 
  • Go out of your way to make it right. 
  • Handle all internal communication yourself – don’t pass the buck. 
  • Once you’re done, ask your Customer if they are satisfied with the results. 
  • After you make it right, apologize again. 
  • Learn from your mistakes.

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