The Secret to Addressing Your Product’s Failure
It’s not “if” your product fails, it’s when
Everyone drops the ball. Even the most reliable products and services will inevitably fail, your employees will say something incorrect (or, if you’re lucky, inappropriate) or something will just get missed. So, it isn’t that your product will fail, it’s when.
So, make sure you are prepared to address the failure when it happens (or if possible, before it happens). That is the most important thing you can do to keep your customers happy.
AT&T took some really bad press here in Denver when the Denver Post ran this article.
Issue I have with them is: I didn’t have phone service for 7 hours. No texts, no email, no phone calls, no internet.
YET, they knew that their service is going to be spotty for the next couple of months because of upgrades. No communication to me about it!!!
Solution to decreased complaints:Easy….. a quick text message to all customers telling them of the service interruptions. Upfront, honest and concise. That would have significantly reduced bad media coverage and customer complaints……
Nathan NOwackOctober 22, 2009
Totally agree. AT&T knew they were having issues here, and waited for me to call.
The only good thing, is when I did call, it was almost instant to get through.
Great Customer Service, bad Public Relations.
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