“Mistakes are a fact of life. It is the response to error that counts” - Nikki Giovanni
Never a truer statement made, and any of you that I've worked with will know I often talk about the research that the Sales Executive Council undertook, which showed that a customer's loyalty actually increases after a mistake has happened, if they believe it's been handled well.
It's been top of mind lately due to a few things and came to a head during the Rugby World Cup. Nothing to do with the rugby itself, but when Spark sent an email to all subscribers after issues were experienced. In that email, they could have handled it better.
I wrote about it in a recent blog for Bolstur, where there are some simple reminders for us all there on what to do when the inevitable mistakes happen. Read the full post here.
