Mistakes happen — even to the best techs, comfort advisors, and leaders. In today’s episode, we dig into how to prevent errors in the first place by tightening up your process, your communication, and your handoffs. Then we shift gears and talk about what to do when the ball actually does get dropped.
I walk through a simple approach to owning the mistake, fixing it fast, and rebuilding trust using the Service Recovery Paradox — the powerful idea that a customer can end up more loyal after a mistake is handled exceptionally well.
If you’ve ever had that sinking “oh no…” moment on a job or with a customer, this one gives you the tools to recover, reset, and even come out stronger.
Have a Question? - Submit your questions to chrish@nexstarnetwork.com
