Do everything possible to help customers who have a problem
It may mean the difference between success and failure in a business, but many managers of service companies, including hotels, airlines and agencies, do not know the meaning of Service Recovery. If a client has a legitimate complaint, service recovery is the process where the company does everything it can to rectify the problem. If a restaurant chef makes a mistake with an order, for example, the manager and the waiter may offer dessert free of charge.
Every company makes mistakes. Doing something to put it right quickly, or offering something free by way of apology can improve customer loyalty. Take responsibility for the problem and empower your employees to put it right.
[pictured: restaurant on a Greek island]