When the customer is angry, or you can’t deliver the way they expect, the formula that will make them forgive you, continue to do business with you, and tell others about you is – React, Respond, Recover, +1. All you have to do to ensure that the story will be positive and the customer will be saved is to add a “+” to the end of the transaction. Something extra that the customer was not expecting. Something that will add a smile. Something that will add some “good” to the situation, and make a pleasant surprise the last memory the customer has.
- I seem to have lost a customer around here someplace.
- Customer complaints breed sales if you handle them correctly.
- The Secret Formula is React, Respond, Recover, +1.
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