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A fun way to remember how to apologize to a customer
Posted on June 17, 2014
CATEGORIES: Lessons Learned
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:
- An acknowledgement of the problem and clear acceptance of responsibility
- A clear resolution and “making it right”
- An attempt to understand root cause (which might require a conversation)
- 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!