On a recent overnight flight I received poor service and while I did not complain the airline staff knew they had let me down on a simple request. I’d forgotten the experience until I received this gift pack of cheese and wine at the office last week. The note said it was from the crew of the particular flight on which I’d had the experience.
How you apologise in business is important, especially if it is to do with products or services over which you have complete control. It involves you actively listening to your customer, owning the situation and being clear in expressing your apology.
If circumstances are such that you can’t apologise to the customer at the time, a gift or card could be appropriate after the event – as happened with me last week.
While sending a gift pack is not appropriate for most complaints we hear in our newsagencies, we can provide satisfaction to concerned customers through engaged listening through to an apology card sent to them or having a small gift – a sample product – on hand as a gesture.
How you apologise is key to turning a negative into a positive.