Turning Major Fails into Customer Service Wins
On this episode of the Spapreneur® podcast, Lynn and Ramona talked about a situation that happened when a major mistake happened and how it turned into an amazing customer experience. We take a real situation and turn it into a lesson for every business owner.
- Sessy loves her ringtones.
- Our love of Costco is limitless.
- "Don't talk. I have to call Your Mother."
- Offer Solutions to Help Your Clients Walk Away Well
- The first Step Acknowledge the Problem.
- Built-up Good Will Helps
- Loyalty to the Place Happens More Often
- Sometimes you have to admit you're human.
- The minute you know something is messed up, fix it.
- Check your systems and processes before the busy season
- Train your staff to think, "what would they do?".
- What happens if they pull a "Karen."
- It is 10x More Expensive To Get a New Client than Keep a Current Client