Action points
- Don’t foster a culture of blame in your organisation. When a mistake occurs, there’s no benefit in instituting a witch-hunt, and it’ll cause lasting damage.
- The moment you spot a serious mistake, take the initiative. Be fulsome and heartfelt in your apology, and start to outline the remedies you will take. The slightest whiff that you are trying to shift the blame, and the customer will come after you.
- It doesn’t mean you have to go overboard. With a strong apology, offer them a practical and proportionate fix to the problem.
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