Business Gems: Small but Brilliant Tips!

by Sandy Todd Webster on Oct 01, 2002

How Good Are You at Service Recovery?

As hard as you might try, you can’t get it right 100 percent of the time, so how do you take the sting out of possible consequences when you do have an unhappy customer?

Customer service consultants Peggy Morrow and Associates say that listening carefully and completely to the customer’s problem is the first step in the recovery process. It’s important to convey through eye contact and facial expressions that you take the complaint seriously and intend to take action. Also ask questions to determine exactly what happened to upset the person, and solicit his feedback on what he’d like to have done about it.

If you handle a situation like this promptly and with finesse, you can still have a very satisfied client. Research shows that a customer whose complaint is satisfied will probably use more of your product or service than he did before the problem occurred.

Source: Inc. Magazine Online, www.inc.com

Quotes
  • "Don't wish it were easier; wish you were better. Don't wish for fewer problems; wish for more skills. Don't wish for fewer challenges; wish for more wisdom."

    —Jim Rohn

  • "Brains, like hearts, go where they are appreciated."

    —Robert McNamara

  • "Good management is not what happens when you are there but what happens when you are not there."

    —Ken Blanchard

  • "Vision without action is a daydream. Action without vision is a nightmare."

    —Japanese proverb

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About the Author

Sandy Todd Webster

Sandy Todd Webster IDEA Author/Presenter

Sandy Todd Webster is Editor in Chief of IDEA's publications, including the award-winning IDEA FITNESS JOURNAL and IDEA FOOD & NUTRITION TIPS, the industry's leading resources for fitness, wellness and nutrition professionals worldwide. Sandy joined IDEA in 2001 as executive editor of IDEA PERSONAL TRAINER and IDEA FITNESS MANAGER magazines and was promoted to lead the editorial team in 2003. More than 20 years in magazine publishing, marketing communications and creative services have shaped her straightforward approach to multi-channel communication. Early experience in Los Angeles as a sports writer/reporter, and then enriching years as a managing editor in allied health care publishing have pulled her across a spectrum of stimulating subject matter. Fitness, health and nutrition reside at the perfect center of this content continuum, she feels. A Chicago native, Sandy grew up fully engaged in various competitive sports. Her drive and dedication as an athlete translate to a disciplined work ethic and unwavering approach to challenge in her career. Shortly after graduating journalism school from Southern Illinois University-Carbondale, she was recruited to L.A. for her first post in magazine publishing. After two decades of working on magazines--and now in the throes of applying the unbelieveable multi-media content delivery options available in the magazine 2.0 world--she is still "completely in love" with the creative process it takes to deliver meaningful, inspirational content to end users. She is an accomplished home cook and gardner who would love to combine those skills and passions with her health and fitness background to continue educating readers about a well-balanced, healthy lifestyle.