How do you handle mistakes? It’s well-known that when a company makes a mistake and they handle the situation quickly and ensure that it doesn’t happen again that the customer actually scores that company higher than if nothing went wrong in the first place. That’s why Service Recovery (how you handle your customers when you drop the ball) training is so important. Now, this doesn’t mean I suggest you create a mistake so you can fix it and look better in the eyes of your customer! But, when mistakes happen, and they will, try to stay calm, don’t get rattled, and embrace for the unexpected opportunity for maybe things to be surprisingly good. Watch today’s Front-Row Friday video to see how I handled a recent mistake!
Have a great day – mistakes and all!
Your head usher,
Marilyn
