When Things Go Wrong With a Customer

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?

(By Mike Dandridge, Wizard of Ads Partner @ BusinessTurnAround.com)