Fast service is valuable. Thoughtful recovery is equally valuable, if not more so.
When mistakes happen, acknowledgment, apology, and corrective action matter more than defensiveness or delay.
Tip: In the moment: pause, breath, choose wisely how you will show up in the next moment, and act accordingly.
Strong recovery can actually increase loyalty.
What residents remember most is how you handled the problem, including your character, not that it occurred.
Tomorrow’s tip: Why Complaints Are Operational Intelligence.
— Mike Brewer