Most customer relationships don't stumble because something went wrong. Your best customers know that mistakes happen.
It's what happens next that can cripple the relationship.
How we recover from a miss is where the possibilities lie. If you're open, engaged and focused on making things better, the door is open to build a resilient, ongoing partnership. Not just for customers, but for all the people we work with and count on.
Too often, we're so focused on not hiccuping, or so filled with shame and blame when we do that we fail to allocate enough emotional labor to do the most important part--making things right. Not with a refund or a basket of fruit, but by truly seeing the other person, understanding what happened and doing the hard work to move forward.
from Seth Godin's Blog on marketing, tribes and respect http://feeds.feedblitz.com/~/548393934/0/sethsblog~After-the-hiccup.html
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