Category: Service Recovery
A Gallon of Milk in a Heat Wave
What if a guest left a gallon of milk on your front porch on a 100-degree day? It sounds a little ridiculous, but think about it in the context of […]
Responding to Complaints Online: a 4-Step Approach
Remember what it was like before social media, that if someone had a complaint, they had to call you up and tell you directly? And if they were to tell […]
LAST: The Proven Service Recovery Model
Complaint resolution and service recovery aren’t just about what you’re giving the guest, but also how you’re delivering it to them. The most effective method for communicating service recovery is […]
Some Policies are Bad for Customer Service
I recently had the opportunity to fly an airline that charges baggage fees (I try to avoid this by flying Southwest whenever possible). I understand that it is difficult for a for-profit […]
3 Service Recovery Lessons
On October 4-5, I was scheduled to work with the leadership team at Zoo Miami. Unfortunately, this was also the time frame that Hurricane Matthew was ripping it’s way through the […]