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A fun way to remember how to apologize to a customer

Posted on June 17, 2014 , by Steve Bernstein
CATEGORIES: Lessons Learned
A fun way to remember how to apologize to a customer

Mistakes happen.  Your customers are usually quick to notice and remember the bad experiences.  But a well-crafted, meaningful apology can go a long way toward not only repairing the relationship but will demonstrate that your company truly cares about its customers and is an organization that can be trusted.  Although this is a fun and smile-inducing example, this note is also a great example of how to apologize to a customer the right way.
Sadly, they seem to have lost a good team member in the process.  But here are my take-aways:

  1. An acknowledgement of the problem and clear acceptance of responsibility
  2. A clear resolution and “making it right”
  3. An attempt to understand root cause (which might require a conversation)
  4. A description of the failed process and what will be different next time so it doesn’t happen again

I just hope they have now equipped their delivery team with better training and brought on a suitable replacement!