I remember reading somewhere how the owner of Church’s chicken would almost jump up for joy when one of his employees screwed up an order. He would then bend over backward to make sure they were satisfied.
Then he would astonish his customers with additional products and coupons. There was never any doubt that anyone that went once to his restaurant would come back again. Even if they initially received bad food or poor service.
It shouldn’t matter how much it costs to fix any issue we have caused because eventually we will make it back on customer loyalty. Besides, if there is an issue – especially one we caused – it’s our responsibility to fix it anyway!
Read the entire article here to find specific tips on keeping happy and unhappy customers loyal to your brand:
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