Sooner or later, you’re going to disappoint a customer. How you handle that crisis, will determine whether you lose a patron or gain a devoted supporter.
If you can make a customer feel special after you’ve disappointed them, you’ve taken a negative situation and transformed it into a positive.
But you can’t rely on off the cuff solutions you need to design a process.
What policies do you have in place when things go wrong?
Are all your staff fully aware of these policies?
Are they empowered to make things right without asking you?