How owning up to mistakes leads to better loyalty
August 27, 2015
The dynamic of admitting our mistakes to customers is not a one-and-done transaction. Our customers are not surprised to learn we aren't perfect, and they judge us by the process we use to handle mistakes. When deciding how to handle a mistake, consider the following issues:
- What will our customers have to do to minimize or recover from any damage?
- How can we help? (Consider assistance to their customers and employees first, refunds and credits last.)
- How can we use this opportunity to demonstrate our trustworthiness?
- Where does this mistake fit into our history... and how does it revise our story?
Signal VS Noise: What Kind of Company Are You?, 2015-Aug-25 by Claire Lew
I decided to personally email the eighty-some CEOs affected by our mistake. In a short note, I explained what we messed up, and how sorry we were.
I offered a small credit as a token of how bad we felt, knowing of course that it wouldn’t make up for it. I gave folks my personal cell phone number and told them to call me anytime if they had questions, concerns, etc.
Then I braced myself for the reaction.... read more.