Category: Customer Recovery

Customer Recovery Strategy: Predetermine solutions to all top problems

When I partner with a company that wants to build loyal relationships with their customers, I absolutely insist that they predetermine recovery strategies for top complaints. This single exercise positions frontline professionals to quickly determine […]

My Slide Deck from Today’s Keynote at GMA in San Francisco

Today I will take the stage at the GMA Consumer Complaints Conference in San Francisco. I created this very special keynote to help GMA member companies completely restore customer confidence and regain goodwill after the […]

How to Genuinely Apologize to Customers Without Admitting Fault

I’m sitting in my home office doing a run-through of my slide deck for a very special keynote I’m delivering at the GMA Consumer Complaints Conference in San Francisco next week, and I thought I’d […]

My Client Gave Me 3 Levels of WOW Customer Service!

Last Friday I had the great pleasure of delivering 2 half-day workshops to a wonderful new client, Silverstein Properties. Silverstein Properties is a full-service real estate development, investment, and management firm based in New York. […]

Cheesecake Factory Forgot My Key Lime Cheesecake…But then they made me smile!

Cheesecake Factory Customer Experience, a photo by Myra Golden on Flickr. On Saturday afternoon my daughter and I swung by the Cheesecake Factory for a to-go dinner in between a spa appointment and my son’s […]

How a Complaint and a $14 Earpiece Improved My Customer Experience

My business was founded to help companies completely restore customer confidence and regain goodwill after service failures occur. I tell my clients all the time that a complaint is a gift. A complaint is a […]

How to Lose a Customer (and your business) Over 8 Dimes

One of the top reasons customers state for leaving a company is a problem was mishandled.  Frontline employees need to be trained to respond to problems with a sense of urgency and to do everything […]

Diagnose a Customer’s Problem BEFORE You Prescribe a Solution

It’s frustrating when companies don’t listen Today I took one of my laptops into a computer repair shop for troubleshooting and repair. I explained to the Front Desk representative that my laptop would not save […]

Sorry Works! The Bottom-line Benefit of Apologizing to Customers

Confident Mature Businesswoman At The Office

One of the easiest and quickest ways to diffuse anger, create rapport, and regain goodwill with unhappy customers is to apologize. Offering an apology to a customer who experiences a problem should be a natural response from customer service providers. Yet, recent research reveals the startling fact that 50 percent of customers who voice a complaint never receive an apology from the organization.

Not only does an apology provide “soft” benefits such as creating calm, shaving minutes off of talk time, reducing stress on the employee, etc., but it can also translate into significant and measurable savings in decreasing lawsuits, settlement costs, and defense costs.

Doctors and hospitals are beginning to discover what savvy customer service professionals have always known: sorry works. A new program for doctors, nurses, and hospital administrators called Sorry Works encourages doctors and hospitals to apologize quickly when mishaps occur and to offer a fair settlement upfront to families and their attorneys. The Sorry Works program has resulted in a dramatic drop in lawsuits. The University of Michigan hospital recently implemented Sorry Works and reports that the number of pending cases has dropped and defense attorney fees decreased from $3 million to $1 million annually. Clearly, sorry does, indeed, work.

Does a 2 million dollar savings based solely on an apology sound too good to be true? Let me walk you through exactly why sorry indeed does work… here are the facts:

Customer WinBack

How to recover revenue by recapturing lost customers Profitability and growth are dependent on a firm’s ability to successfully acquire and retain customers. And if a high net-worth customer defects, the firm needs a proven […]