This is the season when gifting and shipping reaches a frenzied peak — and with it the highest level of product fulfillment mistakes – – the wrong product, the wrong location, missed timing, missed gift message, etc. It’s inevitable.
For those fulfilling orders, mistakes are going to happen. And the fallout is customer dissatisfaction.
There are two ways to deal with mistakes:
1) wring your hands and work to assign blame, OR
2) as has been attributed to both Winston Churchill and former Chicago Mayor and Obama Chief of Staff Rahm Emanuel – “Never let a good crisis go to waste”
What this means is, mistakes provide an opportunity to go above and beyond in correcting the mistake, which can actually generate more goodwill than getting it right the first time.
In other words, it is possible to fail your way to customer satisfaction.
We hereby repost one of our most popular posts on this topic, from 2017.
https://thearmchairmba.com/2017/05/29/fail-your-way-to-customer-satisfaction/
For those of you taking care of customers, don’t lose this opportunity!
(And for those of you on the receiving end of a mistake, make the most of it!)
The Armchair MBA 