If you provide a product or service, things will invariably go wrong. A deadline will be missed, the product will break, or an expectation won’t be met. It goes without saying that we must direct most of our attention toward doing what we say we will do. If we continuously miss commitments and make it hard for our customers to do business with us then we won’t be a business for long. However, how do you continue to deliver service excellence when thing go wrong? Here are a few thoughts:
Run Into the Fire
It is often tempting to avoid the conflict or dance around the issue at hand. This just makes things worse in the long run. As the service or product provider, begin the process of dousing flames of anger and disappointment with blunt truths and full disclosure. This may cause the flame to flare up temporarily, but in the long run you will build trust and have a much better chance of salvaging the relationship.