How will your customers ever forgive you?

It’s pretty easy to throw stones at airlines nowadays, what with stories of passengers being insulted, beaten up and dragged off the plane, or held hostage on the ground for hours. And that’s just by the airline employees. Even many of hijackers in the 1970s were more considerate.

So when a company in the industry shows it knows how to make up for a misfortune or a mistake, there’s a lesson for every other business, and not just the competitors, on how to do right.

Read about how Singapore Airlines chose to make it up to customers for, what to some people, might be considered a relatively small inconvenience. Having a flight entertainment system malfunction for the whole plane is not exactly going to ruin your life. And maybe you have to be of a certain age to know how to live for a few hours without suckling onto a video screen.  Did the airline really need to provide gift bags as recompense? May we point to our January podcast with Chick-Fil-A owner/operator Devon Scanlon and her reminder of Maya Angelou’s famous quote about “how you made them feel.”

So think about what big or small disasters could occur in your business and what’s going to be your reaction beyond a perfunctory apology?  What’s your strategy for making sure that your customers only remember something other than anger, frustration and contempt for you and your business?


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