When your business makes a mistake and a customer is adversely affected, you have an opportunity to convert the person from not just being a customer, to being an advocate for your firm.

If you make a mistake, be prepared to be generous to the point that correcting it hurts. 

“We won’t charge you for that,” goes down well with a client. 

You will not only keep your customer and keep your goodwill intact, but you might also impress the person to the extent they recommend your firm to others.


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