Admitting your mistake and apologizing can be a powerful marketing technique. If you handle this well you can gain fanatically loyal clients.
Do this poorly and you could lose longtime clients and chase away future clients.
When our breakfast finally arrived, it was cold. We were hungry and reluctant to complain so we ate. When the waitress reappeared and asked “How is everything?” we hesitated then told her the truth. She clearly didn’t expect that and responded with, “I’ll ask the cook what happened.” That was not what we wanted.
List the mistakes you have made. Add the possible mistakes you might make. Then for each mistake describe how you or your staff could handle it. Include ideas on appropriate phrases to use, possible restitution and escalation if needed.
PPS: Forward this tip to your associates.
PPPS: Thanks for your comments and feedback.