Thursday, June 15, 2006

Righting the wrongs

It has long been my firm belief that it is not necessarily the mistakes that are important, but how you recover from them. To err is human. So is to forgive. Customers know that you will make mistakes. Products will fail, customer service can go awry, Murphy's law happens. However, they will forgive you if you make up properly. Say sorry. Put your hands up and confess your sins. It'll make you a lot more credible that pretending nothing went wrong. Here's a splendid example that I found on Russell Davies' blog - it's a product recall notice from Asda - link

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