Service recovery is critical for any business. Of course, the best time to fix a problem is immediately following its occurrence, but this is not always possible. How do you handle service recovery after the fact, when complaints come from the web, email, or a call? Let’s look at two very different examples, each based off of previous posts.
Several weeks ago I discussed running out of hot water at a Hampton Inn. The manager on duty paid for my room, but never gave me a time to vent before doing so, actually frustrating me more than the original problem. After creating the post, my daughter Becca suggested I share it with the hotel. I did so, although I didn’t expect much to happen. You can imagine my pleasant surprise when I received this email from Peggy Messmer, General Manager of the hotel: Read more