No company is perfect. It is inevitable that employees will make mistakes. The impact on brand image is not necessarily related to WHAT happens as much as HOW employees handle a problem. I recently encountered a situation, which in the end provided great lessons that are worth sharing. While the issue occurred at a restaurant, the CX learnings apply to all companies, regardless of size and industry. To make a long story short, I was eating dinner at a local place, Bond Tavern, which is known for its great burgers and milkshakes. While I was enjoying my meal, the waiter accidentally spilled food that landed on my lap and stained my jacket. I did not outwardly make a big deal though was frustrated at the moment. The waiter clearly felt badly and immediately gave me his manager’s email address to send my cleaning bill for reimbursement. I appreciated the offer and followed through. Within a few days, I received a check in the mail covering my dry cleaning expense, but that is not all that happened.
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~Stacy Sherman