Slip-Ups are OK

Impeccable Customer Service Tip #35

Impeccable Recovery:

Occasional slip-ups are okay, provided you have an impeccable recovery process in place.

And, as it turns out, impeccable recovery stories garner even more attention than “plain old” positive experience stories.

Filed Under: Impeccable Customer Service Tip of the Day

April 17, 2012 by Steve Dorfman 2 Comments

Comments

Dan says

April 18, 2012 at 12:23 am

Yesterday I wanted to listen to my favorite talk radio show when their Engineer didn’t show up! Us fans were miffed, to say the least so all we got was a rerun from the previous day. Wasn’t until almost an hour later they went live w/a new show. Then, the host decided to exploit & embrace the fact that their audio engineer was on another gig & proceeded with a public flogging! Hilarious, honest, & just makes me want to listen to the show even more because it brought me closer to them. It made me realize that hey, they’re human too! They have crazy lives, multiple gigs, & sometimes sh*t happens!

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What do customers expect? | says:

June 11, 2013 at 7:54 pm

[…] They’d remember the names of their regulars. And when things go sideways, staff would go into service recovery mode, displaying a sense of ownership and empowerment to quickly make things right. You might ask […]

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Lisa says…

"Steve is able to inspire thought and creativity to bring everyone into the process of wanting to provide the best customer experiences possible. The workshops are not only informative, but fun as well. This was an amazing employee bonding experience and we can't wait for our next workshop with Steve!”

Lisa Croll, CEO of Vital Edge Solutions

5.0

2014-11-12T14:20:31-05:00

"Steve is able to inspire thought and creativity to bring everyone into the process of wanting to provide the best customer experiences possible. The workshops are not only informative, but fun as well. This was an amazing employee bonding experience and we can't wait for our next workshop with Steve!” Lisa Croll, CEO of Vital Edge Solutions

https://driventoexcel.com/testimonials/5644/

Adam says…

“His instruction resulted in a number of tangible benefits – like higher average orders, increased reorder percentages & new training materials for our staff… But we also notice more positive interactions with clients, improved camaraderie amongst employees & better communication between departments.”

Adam Katzen, Vice President of Nature City

5.0

2013-01-02T23:49:09-05:00

“Steve just delivered a four-day training session with my sales staff and I know I speak for everyone here when I say that we were absolutely blown away! His instruction resulted in a number of tangible benefits – like higher average orders, increased reorder percentages and new training materials for our sales staff… But we also noticed several intangible benefits, like more positive interactions with clients, improved camaraderie amongst employees and better communication between management and the sales team.”

https://driventoexcel.com/testimonials/2475/

Nick says…

“Steve has helped coach our organization to new heights of client loyalty, sales, and profits. His concepts are digestible and straight forward, which makes it realistic for anyone to implement and achieve great results in their business.”

Nick Friedman, President, College Hunks Hauling Junk
(200+ locations)

5.0

2013-01-03T07:32:03-05:00

“Steve has helped coach our organization to new heights of client loyalty, sales, and profits. His concepts are digestible and straight forward, which makes it realistic for anyone to implement and achieve great results in their business.” Nick Friedman, President, College Hunks Hauling Junk (200+ locations)

https://driventoexcel.com/testimonials/2511/

Craig says…

"We hired Steve to help us with customer service training. Steve brings a tremendous energy to each engagement. He is focused on making sure the client has a great result. Steve is one of those rare professionals that really understands the client experience and the importance of it. His gift is helping your people see that too.”

Craig Strent, CEO, Apex Home Loans

5.0

2015-08-11T06:48:50-04:00

"We hired Steve to help us with customer service training. Steve brings a tremendous energy to each engagement. He is focused on making sure the client has a great result. Steve is one of those rare professionals that really understands the client experience and the importance of it. His gift is helping your people see that too.” Craig Strent, CEO, Apex Home Loans

https://driventoexcel.com/testimonials/6253/

Bob Burg says…

“I’ve been watching Steve Dorfman and he’s a thought leader in the field of relationship marketing. He’s also a terrific presenter who will ‘raise the roof’ at your company’s next convention. Steve produces results."

Bob Burg, Bestselling Author

5.0

2013-01-02T23:46:46-05:00

“I’ve been watching Steve Dorfman and he’s a thought leader in the field of relationship marketing. He knows how to build a business and – just as importantly – can help you do the same. He’s also a terrific presenter who will ‘raise the roof’ at your company’s next convention. Steve produces results.”

https://driventoexcel.com/testimonials/2473/

Chuck says…

"Steve has guided our team to a new level of quality client care. In addition, I have found Steve to be an invaluable resource for business advice and counseling.”

Chuck Browning, Owner of Browning Pools and Spas

5.0

2013-01-19T13:13:19-05:00

"Steve has guided our team to a new level of quality client care. In addition, I have found Steve to be an invaluable resource for business advice and counseling.” Chuck Browning, Owner of Browning Pools and Spas

https://driventoexcel.com/testimonials/2946/

Joe says…

"I highly recommend Steve as a speaker. The content was fantastic, the audience was engaged, and people want him to come back already!"

Joe Caruso, President of the Capital Area Franchise Assoc.

5.0

2013-01-19T13:24:28-05:00

Joe Caruso

https://driventoexcel.com/testimonials/2948/

PJ says…

"His comfortable, positive, yet professional style kept the day moving quickly and brought out the best in all of us as we interacted with and got to know each other better. Almost forgot we were there to learn ... but learn we did!”

PJ Testa, Bare International

5.0

2014-11-10T10:47:35-05:00

"His comfortable, positive, yet professional style kept the day moving quickly and brought out the best in all of us as we interacted with and got to know each other better. Almost forgot we were there to learn ... but learn we did!” PJ Testa, Bare International

https://driventoexcel.com/testimonials/5636/

Dr. Alan says…

"Since hiring Steve, not only has our customer experience improved dramatically, but our staff's work experience as well. Steve does it all - soup to nuts - and helps your organization in ways you can't even imagine.”

Dr. Alan Glazier, Shady Grove Eye & Vision Care

5.0

2014-11-12T15:04:22-05:00

"Since hiring Steve, not only has our customer experience improved dramatically, but our staff's work experience as well. Steve does it all - soup to nuts - and helps your organization in ways you can't even imagine.” Dr. Alan Glazier, Shady Grove Eye & Vision Care

https://driventoexcel.com/testimonials/5651/