All men make mistakes, but only wise men learn from their mistakes.
– Winston Churchill
We are human; our processes, tools, and technology are created by humans. Accept it — we will never be perfect. But mistakes can also provide tremendous opportunities if we understand how to use them to our advantage in the best way.
Joseph Michelli, Ph.D., ImprintCX Advisor, says in his latest blog that:
“Studies (also) show that customers who experience a service failure followed by an exceptional recovery are often more loyal than those who never encountered a problem in the first place.”
He provides excellent advice with 6 ways you can turn service “breakdowns into breakthroughs”:
- Provide a Prompt and Sincere Apology
- Empower Your Team to Innovate Solutions
- Exceed Expectations
- Close the Feedback Loop
- Continuous Improvement
- Leadership Advocacy
Mistakes let us know we have strayed from what we want to be or what we want to deliver. Diving into the when, why, and how of the mistake provides immense value and will guide us back toward our desired vision and purpose.
Mistakes will never be viewed as opportunities unless, as Joseph puts it, “An unwavering leadership commitment to service and service recovery is a catalyst for customer-centricity.” How leadership handles mistakes demonstrates the integrity of leaders to their employees and customers.
Many mistakes happen because words and actions are out of alignment with your purpose. All employees need to understand not only the company’s purpose but also how their role helps fulfill the purpose. Your purpose serves as a guide when making decisions; it aligns the organization’s:
- Culture
- Policies and Procedures
- Tools and Systems
When your purpose is clear, it is your compass.
For more in-depth about these CX strategies:
https://www.josephmichelli.com/blog/customer-care-vs-speed-of-service-finding-the-right-balance/
