Recovery - So you've screwed up; what now?
A weding night disaster is turned around by a quick and smart management decision.
So, you’ve screwed up? Lars, a close friend of mine spent some time looking for the perfect spot to spend his wedding night. He settled on the Sheraton on the Park in Sydney. Customer service showed him a ‘Balcony Room’ looking over the park. It was considerably over his budget but obviously the right choice. They
offered some champagne on arrival......and strawberries. Of course he agreed.
The wedding night came and they were shown to the room.Looking around, there was no champagne and no strawberries. There was however a card. He opened the card and it read “Congratulations Mr and Mrs Jones” a nice touch but that is not his name! He pulled back the curtains and there was no balcony. He called the desk and explained that it was his wedding night; a night which he would only be celebrating once. He described the problems and strongly suggested that they find a solution as soon as possible.
An hour later, he was moved…. to a gigantic suite. At that time, it was around $3500 a night and had just been vacated by Michael Jackson. Their luggage was promptly moved, free French champagne was provided and his only regret was not being able to invite his friends over to see the place!
What does this remind us? Well, I’d suggest that when you do screw up, and you will, the only way to
deal with it is to not only fix the problem but to OVER deliver. A customer complaint is an opportunity to permanently cement a relationship.