When you apologize, is it genuine? Is this your finest hour?
Saying sorry is about accepting accountability. You repair the connection with humility and remorse.
- Establish your own version of the daily overview meeting. (Southwest’s proactive recovery: How Proactive Are You in Customer Recovery? and Does Your Recovery “Wow” Customers?)
- Ask the front line what they need to rescue customers in distress. (Can Your Front Rescue Customers?)
- Create the action plan that kicks into place when failure occurs.