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.