Move, Shoot and Communicate
- August 9, 2010
- Introduction to Entrepreneurship
Adam Sheridan August 9, 2010
Thanks, Wade. This is very pertinent to our situation right now and I find it encouraging. Here is a related question: in the practice of these skills, we are bound to make mistakes and deliver poorly. How do we regain those customers' trust as our "engage, sell, service" skills improve?
Wade Myers August 10, 2010
By being open and honest with customers, which can be frightening for a leader and a company. Look at how long it took Apple to admit to the antenna issue with the newest iPhone. But once they fessed up and offered a free case, the issue finally started to fade. Some brand damage was done, however. And some credibility was lost. Had they immediately addressed the issue properly, less damage would have been done. Recall the need to have a "Service Recovery" plan in place that we discussed in the Service Management section of the Venture Academy? Good service recovery actually builds customer respect and trust because they see a company doing the right thing immediately after a failure. And that leads to even more referrals than if the company had never failed in the first place as we also discussed in the Service Management lecture.
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