“You’re Right, we were wrong”

This is the most difficult sentence for companies that stumble in doing effective customer service.

By effective, I mean customer service that pays for itself, that is a rational expense on the way to building a loyal brand following and generating positive word of mouth.

When someone in your organisation says, “You’re right, we were wrong,” they’re not saying that you’re always wrong, or that you were completely wrong, or even that, in a court of law with a sympathetic jury, you would lose. It certainly doesn’t mean you didn’t try.

No, all you’re saying is that you made a promise or set an expectation and then failed to live up to it.

Owning that and saying it out loud does two things: it respects the customer and it allows you to make more promises in the future.

If it helps, you can remind yourself that this is investment in your ability to make a promise tomorrow.

Reblogged from: here

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About janaknmistry

Janak is a 1984 born, MSc and MBA educated from Mumbai, India. He is an avid traveller by choice and a solopreneur by luck. He has clocked many thousands of kilometres on a motorcycle. It was his journey to the Leh-Ladakh, which motivated him to write about his experiences throughout the journey in enjoying the beauty, pain and hardships. He has successful authored and published his book called “Journey in Time with Timeless Memories” which is released and published in Germany and available all over the world besides Asia and the Middle East. Apart from being an author he is an active book reviewer too and have reviewed books by some of the established authors in USA. Janak runs a motorcycle expedition co. called Jack n Jill-The Moto Expedition Co. He is passionate about travelling and photography, which helps him find a beauty and meaning in this wide busy world. It was his journey to the Leh-Ladakh which motivated him to write about his experiences throughout the journey in enjoying the beauty, pain and hardships. He is passionate about travelling and photography which helps him find a beauty and meaning in this wide busy world.
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