Mission Possible – An Incredible Career in 52 weeks (Week 24)
Mission 24 Take care of problems immediately.
Everyone
will make a mistake from time to time. When you do, stand behind
your work. If you provide
Incredible Customer Service, you
will be forgiven for a mistake. How much room for error have you built into your business? Clients don’t care why it
happened, they just want it
fixed. It’s not the apology that
matters, it’s the recovery that
counts.
Use
this formula that I learned from Business Guru Jeffrey Gitomer:
React, Respond and Recover +1.
React: I am so sorry, I sincerely apologize that this
happened.
Respond: What can I do to make it right?
Recover: Fix the problem to the
clients satisfaction.
+ 1 Service: Do something special for
them for the inconvenience.