On the rare occasion that things do go wrong, have you got in place a service recovery strategy?
Not only can this management method help retain an upset customer, but when done right - you may be in a position to convert that customer to a raving and loyal fan.
The trick is to train your staff and managers to recognise when a customer has been upset or is not content. Then the strategy you have in place needs to wow back that client by going over the top to please them again. This can be done in some innovative and smart ways, but ensure that top management are involved in the apology so that the customer realises that the company does really care about the mistake they have made.
Indeed you can use the mistake as an excellent learning tool, just remember to find the source of the error and ensure that lessons were learned with those individuals.
