Develop Shock and Awe through Service Recovery
Don't blow your biggest chance to quickly create customer loyalty!
by Jim Alexander, Alexander Consulting, LLP

One of the most powerful relationship-building tools available to services organizations comes from a situation most of us dread — screw ups — the installation that never worked or the problem fix that never stuck. These very things that result in a hassle for you and a headache for the customer are marvelous opportunities to turn lemons into lemonade.