When you apologize, is it genuine? Is this your finest hour?
Saying sorry is about accepting accountability. You repair the connection with humility and remorse.
1. Establish your own version of the daily overview meeting. (Southwest’s proactive recovery: How Proactive Are You in Customer Recovery? and Does Your Recovery “Wow” Customers?)
2. Ask the front line what they need to rescue customers in distress. (Can Your Front Rescue Customers?)
3. Create the action plan that kicks into place when failure occurs.
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