The delivery of products and services — and in many cases, the creation of them — is a human activity. Because we are human, we have good days and bad days. Customers get that more than companies give them credit. When things escalate, it’s often because the blunders seem to be purposefully swept under the rug, and a company doesn’t genuinely apologize and work to make things better.
Can you bake a humble pie? Grace and wisdom guide the beloved companies when the chips are down. Not accusations and skirting accountability.
Read More:Your Values are on Stage When You Make a Mistake Can You Suspend the Fear and Say, “Sorry”? How Do You Recover Customer Goodwill? Is Your Humility Oven Lit?