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March 06, 2005
The power of sorry
Humility is not only reality it is a great way to relate to people. John Jantsch points this out in a recent post about how powerful an apology when working your troubled or lost accounts. I think this is true everywhere.
But don't just apologize, fix it. The combination and result is both humanity and renewed customer intimacy and trust. When I worked at American Express we noted that the retention rate of customers who had had a customer service problem and had it successfully resolved was dramatically higher than that of customers who had never had a problem. (tempting to engineer fixable problems but remember the core lesson - humility and dedication). Relates to what Evelyn Rodriguez had to say recently - that marketing = love. When they fall in love with your service or product that is great, but to have a long lasting relatioship is more than just romance, it's trust. When you love someone you don't have to say sorry but you do. (via Dig Business)
Boy, given the last few posts I must having you know what on the brain. Signing off...
Posted by johnza at March 6, 2005 10:18 AM
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