Category: Service Recovery
They Screwed Up, But I am Still Going Back
So this just happened…. I took my VW Beetle in to get the door handle fixed. The door handle was fixed, except… it was the wrong door handle. As it […]
The Two Main Types of Complaints (and how to respond)
Each one of your guests will have their own story of how they perceived their experience. Due to the variable factors leading into their experience and throughout the duration of […]
The Recovery is More Memorable than the Complaint
A guest visits your attraction and for some reason, the experience that they had fell below their expectation. Maybe it was due to cleanliness, maybe it was poor service, maybe […]
The “Recovery Paradox” Explained
Research was conducted beginning in the 1990’s and early 2000’s on a concept called the “recovery paradox.” This concept indicated that it is possible that service recovery can be so effective that […]
Service Recovery in 5 Seconds
Over the weekend, I was visiting Denver and rented a car through Firefly. When I picked up my car at Denver International Airport, I was offered the option of prepaying […]
Passion and Pride, Meet Service Recovery
I was perusing through Trip Advisor earlier today and looking at some online reviews of a few different attractions. In the interest of anonymity, I won’t discuss which attractions I […]
Let the Guest be Right. Even when they’re Wrong.
…usually. When a guest complains, they are expressing their perception of their experience. As we know, their perception may be the polar opposite from our perception of their experience, and […]
How to Compensate Guests and Simultaneously Generate Revenue
I frequently speak about the importance of soliciting guest feedback to continually improve the quality of your guests’ experience. As a result, if you actively are seeking complaints, you end up in […]
Complaints: The Best Gift a Guest can Give
“Your most unhappy customers are your greatest source of learning.” –Bill Gates It’s natural for us to want to avoid complaints. Why would we want to read or hear negative […]