Every business messes up.
Sometimes, it’s product-related; sometimes, it’s due to problematic service. Sometimes, mistakes occur very rarely; sometimes, they (unfortunately) happen very frequently.
Because our customers are all human, they understand that companies may occasionally mess up, but when that happens, they judge us on two factors:
- How often do we make mistakes
- How well do we recover from those mistakes
The goal is to have as few mistakes as possible. Realistically, however, a flawless production and service delivery business is unlikely.
When a mistake happens, how your business recovers from the situation will significantly affect account retention, future purchases, and price sensitivity.
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This post first appeared in the Thomas Industry Updates blog on April 23, 2019
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About Middlesex Consulting
Middlesex Consulting is an experienced team of professionals with the primary goal of helping capital equipment companies create more value for their clients and stakeholders. Midstakeholderslting continues to provide superior solutions to meet the needs of its clients by focusing on our strengths in Services, Manufacturing, Customer Experience, and Engineering. If you want to learn more about how we can help your organization create a service recovery strategy, please contact us or check out some of our free articles and white papers here.