Know how to say sorry to customers

Good article. I think this is probably at the core of why some companies do better than others, given similar circumstances, ie. Those who can put their hands up learn faster from mistakes, change and have happier clients.

On being programmed to see mistakes; yeah I think this is logical. For example, if 100 things go right our brain would be overwhelmed to notice them, but noticing a few things that go wrong we can handle much easier.

Appreciating complaints seems to be the very good point your making. We actually give a $20 gift voucher to anyone who lets us know about a bug on our site.

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