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