Experience and commonsense suggest that quickly and openly acknowledging an experience your customer or client or patient found compromising and then doing something positive in response is not only likely to retain their business but make yours even more attractive. It’s called response-ability — your ability to respond to the need of your client for a ‘warm fuzzy’ about your business or practice is . . . huge.
Airbnb . . . screwed up but . . . recovered nicely!
Airbnb is an online service that allows people to offer their home to others, for a fee. It’s a cool idea, actually. Say you’re traveling to Paris, France. You check available accommodations and Voila! you have a not-so-commercial way to be ‘in country’ that most travelers will never know.
Unfortunately, risking a great experience exposes you to a not-so-good one, too. That happened to a lady in San Francisco, CA who used the online service and had her home trashed by her ‘guests’. Not good. Airbnb’s initial response was to blame the client and protect itself. Evenutally, due to public outcry, it owned the problem and went to great lengths to remedy the lady’s situation. As a result, Airbnb turned ‘lemons into lemonade’.
______ happens. When it does, learn to recover quickly, decisively and effectively!