Mistakes are inevitable; dissatisfied customers aren't

"Address the problem, meet the guest and offer a solution immediate while the guest is still in-house," the participants of the focus group unanimously agreed. "Don't wait till he checks out...then it's too late."

I've found out that the faster we correct a problem, the better. The customer wants an immediate adjustment, not wait for someone to ask a manager or "check with finance."

The best way to create a fast recovery time is to empower front line employees to make customers happy. We have to authorise our front-line people to take corrective action when it's needed.

Mistakes are inevitable; dissatisfied customers aren't. Unhappy customers, once made happy become our most loyal customers. We have to do whatever it takes to turn a negative situation around.

And do it even if the error isn't ours. Those situations in particular create the excellent experiences customers rave about to their friends, family and colleagues.

from left: Shirley, Bunny, Summer, Alex, Johnson