Service Recovery

19 Nov


We all screw up. It’s okay to make mistakes but it sometimes affects your customers. How do you recover?

It’s obviously easier and cheaper to keep a client than to go out looking for a new one. Are we focusing as much energy on retention of clients as we are on gaining new ones? If it’s more than twice as expensive to find new ones, shouldn’t we be spending a lot more??

I will use Comcast/Xfinity as an example. They’ll sign up new customers for $30 a month but their long-term customers have to pay about $85 a month for the same channels. Are they rewarding the right people or just encouraging people like me to stick with Netflix?

It’s easy to find bad examples of poor service but below is a great example of one company that apologized and quickly satisfied it’s customer (I just so happened to be working on my monthly newsletter the day it happened so it was a pain for me).

The day after it happened, I received an email from the CEO of Constant Contact (no, I wasn’t the only one!). I was impressed with its immediacy, honesty and thoughtfulness, so I thought I would share it with you.

To Our Valued Customers and Partners,
Wow. It has been a difficult few days – most especially for you. I know some of you lost some work in progress during the site instability and others were unable to send your email campaigns.  I cannot begin to express my most sincere apologies. You don’t have time to waste. We know that. We aim to make your life easier. And the product issues we have had this week have not done that.

I know a lot of you have questions. Our first priority has been you and making sure that everything is back up and running.

We experienced an infrastructure issue that cascaded into a service interruption.  Had we tested the roll-over for failure of this component?  Yes.  But in real-world scenarios sometimes things unfold in unexpected ways.  The team responded with urgency focused on recovery and the issues are fixed.  

At this point, everything is up and running, and campaigns are being sent.  No data was compromised.  Again, very sorry.  We know your time is precious.  If there is anything we can do to help, please reach out

Gail Goodman, CEO 

Your business will make mistakes. Will you recover as gracefully? How will you retain your clients?

It’s time to grow faster.

~Drew Schmitz

"M@il" button (blue)





Twitter: @drew_schmitz


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