A few years back, the guy who owns the local Harley-Davidson dealership, Steve Tuchschmidt, told me something that’s stuck with me. I believe his father first told him:
“Eventually everyone stubs his toe. It’s how you fix it that people remember.”
We all screw up, and as something of an expert at screwing up, I’ve done my fair share of anecdotal research into fixing problems.
Basically, you have three acceptable options:
A) You can fix it.
B) You can fix it, plus put a little sugar on top.
C) Or you can fix it times a billion.
In the long run, option C almost always costs the least.
It’s more than saying “sorry” when you hurt someone.
Have you ever considered going so far and above what would be considered “fair” that you leave the wronged party just dumbfounded by your contrition.
Not dumbfounded by your words, mind you, but your actions?
So, if you’re a restaurant and a customer complains, and it seems legit, don’t just refund their money.
That’s option A.
Don’t just offer them a free dessert and a refund.
That’s option B.
Offer them a refund, a free dessert, and another dinner for four (or six or eight) on your with your sincere apologies. Tell the wronged party to be sure to ask for you when you come back so you can personally ensure everything is not only good but perfect.
That’s option C.
Wait – you think you’ll go broke selecting option C?
Dude, how many times do you stub your toe a week?
Maybe you need to see if you don’t have a bigger problem, yo.
Tim
There is an option C+ which is to offer dinner for 8 but also make sure that the reason they stubbed there toe never happens again.
That way you can’t loose
James
Tim, sage advice as always. Service recovery after a service failure has to be exponentially greater than the mistake itself. That is the best way to prove your sincerity in not repeating the mistake and putting your money where your mouth is. And if your competitor fumbles, you will earn their lost customer’s loyalty (not by bad-mouthing the competitor) but by ensuring that they have a phenomenal experience with your business.