We are human, we are all bound to make mistakes. Its however almost an unacceptable reason for a screw up in business but screw ups happen, even in business. it could be a deadline missed, bad delivery or just plain disappointing a client, we all mess up.
In business and professional life, you and your organization are going to make mistakes, you are going to mess up one time or the other. Of course, as a leader you should work to minimize them as much as possible. But, just like your own personal examples, when you make a mistake, what matters most is how you respond after you know a mistake has been made.
A service mistake can, and should be, seen as an opportunity to regain trust and create a lasting connection with the customer. Done well, service recovery is one of the most powerful tools for building lifelong relationships with Customers.
- Apologize. You learned it as a kid, and teach it to yours. When we do it, it makes a difference.
- Take responsibility. The offended party doesn’t want excuses or rationale, he/she wants results (and so do you when the tables are turned).
- Do more than talk – take action. What that action is could be very different based on the situation, but the truth is that people look to our actions as much as – and often more than – our words.
- Make amends. The action should be more than just a nice gesture; it should focus on fixing the initial mistake, problem or misunderstanding.
- Don’t wait. Do the above steps sooner rather than later. It is perhaps even more powerful if the other party sees that you went out of your way to make things right as soon as humanly possible.
Winning a customer back is more than the product or service you are selling, it is a responsibility we have to eachother