Here’s why messing up is a chance to excel at customer service


Many of us grow up to believe that ‘getting in trouble’ is bad. If you’ve done something that upsets your friend, mum or teacher, that’s a bad thing. You’re punished and/or forced to say sorry, and that’s that. This may well be true when you’re five years old and have stolen a few cookies from the cookie jar. But when you’re all grown up, saying an empty sorry isn’t nearly good enough. And it’s a missed chance: sorting out mistakes is a fantastic way to win customer loyalty. Check out these three examples of how messing up is really just a chance to show your customers what you can do.

  1. Short-term pain for long-term gain: the customer is always right, even when (s)he’s not.