WHEN A CUSTOMER HAS A PROBLEM DOES FAULT REALLY MATTER? This weeks THE REPORT addresses 5 issues pertinent to offering the service customers demand. Every business makes a mistake. Every product fails sometimes. Every staff member lets a customer down sometime. That is life. That is all part of the imperfection inherent in being human. […]

WHEN A CUSTOMER HAS A PROBLEM DOES FAULT REALLY MATTER? This weeks THE REPORT addresses 5 issues pertinent to offering the service customers demand. Every business makes a mistake. Every product fails sometimes. Every staff member lets a customer down sometime. That is life. That is all part of the imperfection inherent in being human. What is more customers expect and generally accept this. Certainly the customers you want to do business with accept it. It is because mistakes, failures, and letting clients down is expected that it is not a problem. Indeed, mistakes, failures and letting clients down are very often an opportunity – given that customers very often judge you not by the mistakes (given they are not too frequent) but by how they are handled. Research suggests that responding positively to a mistake can be better than never having made a mistake at all. The response is…