Make It Right For The Customer

1. Yes, I Messed Up Big Time !

Make It Right: Take swift action the moment you determine a mistake has been made. Contact your customer immediately, by phone/email/fax, informing him/her of the error and being truthful about what happened. If you messed up, admit it, apologize profusely and offer to make things right. In my case I found an order in a stack of papers I had overlooked. It was already 10 days after the order date ! I IMMEDIATELY sent out an email to first apologize, offer a remedy of their choosing plus absorb shipping costs.

Thanks To: Linda Nagamine of EZ Living Connection

2. How To Make It Right

Make It Right: No one is perfect. Remember, the universe is bigger than your mistakes. Always give your customers more in value than you receive. Admit your mistake, make your client whole and give a little extra for the inconvenience.

Thanks To: Wendy Franklin Muhammad of The Authentic You

3. I Love You!!!

Make It Right: Externally, you can do a number of things such as apologize and give a free gift card or discount to your store or business. It is more important what you are doing internally or inside your heart and mind. Send them some loving energy and blessings. For example, silently say, “I love you,” over and over, or “May you feel safe, happy and healthy. May you live with ease.” Many people have experienced amazing miracles, transformations and turnarounds from this simple act! I love you!

Thanks To: Kundan Chhabra of Be Your Own Secret Admirer

4. Always Admit What Happened

Make It Right: On the rare the occasion when I have made a mistake and either double booked a client or I have mis-scheduled a client I give them a FREE Session and apologize to them for my mistake. I let them share how it felt to them and what thoughts and feelings came up for them in this situation. It’s always a teachable moment and I give them lots of opportunity to grow from it. I also let them know what I have learned about myself and my life in the process that could be helpful to them as well.

Thanks To: Dr. Cindy Brown of Behavior Relationship Inst., Inc.

5. Ignore The Bottom Line

Make It Right: Do what it takes to make the customer happy. Ask them “Your satisfaction is paramount to me, what can I do to make this right for you?”

Ignore the bottom line, profits are nothing in comparison to the damage one upset customer can have on your reputation!

Thanks To: Heather Ledeboer of Mom 4 Life

6. Make It Right…make It Good!

Make It Right: I think one of the best ways to make up for a mess up is to give your client a big gift certificate to a fantastic restaurant! Everyone enjoys a good meal out…especially if it’s free!

This also provides an excellent opportunity to make connections with restaurant owners. You’ll be promoting their restaurant while at the same time making up for the mess up with your client!

The appeal of a meal out will usually help to smooth any ruffled feathers!

Thanks To: Kia Robertson of Today I Ate A Rainbow!

7. Go Overboard

Make It Right: When I screw up, I contact the client, apologize, and then agree to perform some kind of service for free to make up for what I did wrong. When I do this I find the client is grateful for my efforts and gives me a second chance.

If I do not offer to do extra work for free, sometimes I just agree to do certain work at half the price I would normally charge. The point I am making here is that as long as I make an effort to fix the problem, my client understands and agrees to work with me.

Thanks To: Harry Husted of Creating Words

8. Write From Wrong

Make It Right: Write the client a message and send it as an email or to them in the mail asking them specifically what you can do to make things right? Give them a few days to respond then follow up with a call.

Thanks To: Derrick Hayes of WOE Enterprises

9. Appreciation Recovery

Make It Right: Build solid relationships with your customers. The #1 reason customers stop doing business with a company is ‘perceived indifference’-they feel neglected and/or not taken care of.

If you have a solid, appreciative relationship with your customer when you make a mistake it will be much easier to recover.

Say ‘thank you’ all the time. When you make a mistake say, ‘I’m sorry.’

Thanks To: Wendy Weiss of The Queen of Cold Calling

10. The Client Is Always Right!

Make It Right: Any way you look at a situation, the client is always right. Being an event planner you MUST think quick on your feet, often in stressful or pressured situations. What happens when what was aloted in the budget is not enough? Apply the “10-10-10″ rule. What would happen if it were 10 minutes, 10 months or 10 years from that moment? What would be the implications?

There is nothing that compares with an apology, much like saying thank-you. Everyone makes mistakes. Be gracious!

Thanks To: Nichole Wright of Bon Vivant Events & Fundraising LLC

11. Put On Your Big Girls Pants!

Make It Right: Yes I said it, Put on your Big Girl/Boy Pants and admit you oopsed! One of the biggest factors missing in many businesses today is honesty and that is one of the key things your client is searching for.

Tell the client what happened, eliminating the excuses and then offer to correct the issue at your expense. This will in turn net you more business as they talk about your intregrity!

Thanks To: Robin Hardy of MMPA-Marketing, Media & Production

12. Use The Golden Rule Of Service

Make It Right: Time to pull out the Golden Rule of Customer Service – In the customer’s shoes, what would make me feel better about what happened? What attitude, acknowledgment, gestures and follow-up would impress upon me that my business is valued and my trust still well-placed? Once I can answer this question, I know what to do. Clients can be incredibly generous about an occasional slip when it’s clear you’re absolutely on the same side.

Thanks To: Dixie Vogel of Good Karma Host LLC

13. Fess Up!

Make It Right: For most of us, admitting we are wrong is difficult in any situation. If a client or customer feels “wronged”, we must make amends because it’s the right thing to do! First of all, apologize…but be sincere. If there is something you can offer them to make things right that is directly related to what went wrong, do it! Ex: A free product or service that you offer. If it’s a customer service issue, send them a note with a $5 gift card or something. It’s the little things that count:

Thanks To: Jocelyn Wiebe of AmeriPlan

14. Messed Up? Suck It Up!

Make It Right: When you fail to perform up to a client’s expectations, it’s important to recover beyond expectations. First, ask what you can do to make things right. If you aren’t ready to do what they might ask for, then don’t ask, although this won’t be a recovery in your favor. It will put you further down on their list. Second, do exactly what they ask – and sooner than they would like. If you couldn’t satisfy a customer during the delivery, you want to exceed their expectations during the recovery.

Thanks To: Patricia Weber of Business Coach for Introverts

15. Mea Maxima Culpa

Make It Right: If you don’t lose the business, give them easier contact with you. It sets them at ease to know that employees won’t be the scapegoat, but you from here on out.

Thanks To: Gary Unger of How To Be A Creative Genius

16. Mea Culpa

Make It Right: When “making it right” for an unhappy customer, don’t try to get them to see your point of view. Just take responsibility, acknowledge their feelings and let them know that you understand. It does not matter if they are partially or mostly to blame. You can vent to a co-worker or your spouse but don’t argue with the customer.

Thanks To: Cristina Martin Greysman of Vuzit

17. Proper Apologies

Make It Right: When you have performed poorly for a client then first, you must sincerely apologize remembering that a proper apology has three parts – admit what you did wrong, sincerely apologize and then tell them what you’re going to do to fix it. If you don’t know what will make it up to them, then ask them what you can do to remedy the situation. I’ve always found that a truly sincere apology works wonders. Then, go above and beyond to make sure it never happens again!

Thanks To: Melinda Massie of Melinda Massie Events

18. You Must Make Amends

Make It Right: Excellent customer service is the hallmark of a well-run business.It doesn’t matter who is right,if the customer perceives you have wronged them, you must make amends.Your company is only as good as your ability to make your customer happy. Customers talk, and it’s critical the word on the street is positive. When we make an error, we correct it, give customers a freebie – usually a complimentary year added to their subscription — and send a note of apology. This makes them very happy.

Thanks To: Erica Shames of Susquehanna Life Magazines

19. Apologize And Give

Make It Right: I always start off my letter with a sincere apology (and if possible what we will do to correct). Then I offer something free from our e-commerce site – usually a free upgrade in shipping or a free product.

If someone notices an error or omission in our product description, we usually give them one for free. If we have an inventory glitch, we upgrade to priority mail shipping on their second choice.

We have received many thank you letters and referrals from these goodwill practice.

Thanks To: Renata Bodon of One Small Step

20. No One Is Perfect

Make It Right: What works best for me when I have messed up with a client or customer, is to admit I have made a mistake and offer to redo, resend, or not bill for my error. Honesty is the only policy.

Thanks To: Denise LaBuda of Money Wizdom

21. Make Offer They Can’t Refuse

Make It Right: Offer them something they simply cannot refuse. A free service, steep discount, extra product, if possible a partial or full refund. ANYTHING! Make them feel like they are kings and queens. Because they are! Let them know that you care after them and not just their business. One of the best and still tried and true ways to get exposure is word of mouth. People will always talk. Turning a bad situation int a good one will do so much better than not doing anything at all!

Thanks To: Edwin Soler of Libreria Berea

22. Admit, Commit, Do It!!

Make It Right: Remember when you were a kid, made a mistake, tried to cover it up, but failed miserably? Don’t repeat that mistake with your business customers. If you haven’t offered the best customer service the first time around, follow this simple plan: ADMIT your mistake and apologize. Then COMMIT to making the customer as satisfied as possible. Finally, DO IT-actually follow through and do what you promised!! Sounds simple doesn’t it? It’s a proven method to keeping a satisfied customer as a repeat

Thanks To: Dr. Darnita L Payden of Dr. DClutter Life Management

23. Fix The Error & Save Face!

Make It Right: One word describes the first step that should be taken when results fall short of expectations – Apologize!

Upon instant recognition that everything is not right, take ownership by being the first to acknowledge the situation. Ask your client, “How would you like this resolved?” If their request is unreasonable, offer your own suggestions. Negotiate a resolution satisfactory to all and double-check satisfaction. You will develop a returning & referring client!

Thanks To: Elinor Stutz of Smooth Sale, LLC

24. My Bad!

Make It Right: Short, simple, and probably submitted by many… but the first and most important action it to accept responsibility for the problem. Don’t make excuses, cast blame, pretend you didn’t know, or lie about it. Just own it and either offer free products or service to make it up – OR ask the customer how you can make it up to them.

Thanks To: Kimberlee Hayward of Brilliant Marketing!

25. Get On The Same Page!

Make It Right: At JWatson Creative we thrive to exceed the expectations of our clients. If a client is not satisfied for any reason, our first step is to set up a phone conversation or an in-person meeting to talk about the project. In this conversation it is very important to LISTEN, so that you both can get on the same page. Listen and respond accordingly, put their needs first, and then work together to produce better results.

Thanks To: Jessica Watson of JWatson Creative

26. Easy Button: Give Back The $$$

Make It Right: When you do something wrong or poorly for a customer, give them their money back, fast!rnrnThis may not be easy at first, but have an abundance mindset and things will work out.rnrnYou’ll be surprised how often they refuse the money and want you to redeem yourself.rnrnTHEN you have your chance to do it up even better than you originally planned…making you look amazing!

Thanks To: Weston Lyon of Weston Lyon’s Secret Society

27. Don’t Go Left, Make It Right

Make It Right: My company has its drawbacks. Sometime there are shortages of the item(s) that do not come in. One time I had a bride order jewelry for her bridesmaids and maid of honor and 3 of the items did not come in and the wedding was 4 days away. What I did was I had some jewelry that I had purchased. What I dId was offer her that jewelry which was more expensive and let her buy it for the price she would of paid. She was so glad that she wore one of the pieces in her wedding and she looked beautiful !!

Thanks To: Sheila A Caruso of AVON / PRIVATE QUARTERS

28. Making It Right, Right Away

Make It Right: Every company slips up here and there. It’s life. What really makes a difference is how quickly you make human contact with the customer. The fact that you respond quickly, listen to them, and take steps to fix things speaks volumes about your company. The greatest frustration in the age of the internet, endless hold times, and numbing voice mails is lack of human contact. Compound that frustration ten fold if there is a problem and you get the picture. Bottom line..be easily accessible!

Thanks To: Craig Wolfe of CelebriDucks

29. I’m Sorry, So Sorry….

Make It Right: Like the song says, “Please accept my apology.” Always, always, always own up to a mistake and apologize. You may be tempted to gloss over it and hope it is missed, but be sure you clients do know it happened. Besides your mistake and willingness to apologize makes you more human and approachable. Something your clients want!
(The same holds true in personal relationships. An honest apology goes a long way toward healing hurts.)
~~Additional tip: Never ruin a good apology with an excuse.

Thanks To: Kim Leatherdale of Happy Couple Expert

30. Make The Customer Happy!

Make It Right: In the lead generation business there are a few ways to mess up on a lead order. The most common is if is delivering a lead that is considered “bad”. Upon verification of this, we simply send a replacement lead in its place. Actually, as long as the customer doesn’t seem to be abusing our liberal policy, I will even replace some leads that do not technically fall under the returnable lead criteria.

Thanks To: Eric Kates of MortgageLeads.com

31. I Am Sorry….

Make It Right: I had a customer who I knew was going to be disapointed by the way a project turned out. I went to him and outlined the problem. I offered to:

1. Fix the problem for free.
2. Recomend a competitor who could fix it.
3. Return what I had been paid upfront and walk away.

I fixed the problem and retained him as a customer.

Be honest. Be sincere. Do your best.

Thanks To: Carl Forsell of Connections Planet

32. Show Up!

Make It Right: Don’t hide behind phone calls or (worse) emails – show up if at all possible and show them how much their business means to you. Personal appearances show that you personally stand behind all of your company’s decisions, even bad ones, and that you have the character to acknowledge, apologize and make it right.

Thanks To: Denise McVey of S3 advertising, marketing & PR

33. You Learned It As A Child…

Make It Right: If you mess up, 99% or more of the time the best course of action is a sincere, honest, and heart-felt apology. If you don’t apology, not much else will matter. If you do, moving forward becomes much easier.

Just don’t make a habit of screwing up.

Thanks To: Stephen Balzac of 7 Steps Ahead, LLC

34. Pay It Forward

Make It Right: As a professional accountant, you know you need to keep your clients happy, after all they do sign your check. Of course there are times when you cannot win…you know you should not have taken the client then the job gets messed up or delayed!

Here’s a quick comeback, somewhat like Rambo and effective too!

Refer some business to them! Help them make some money! They’ll so quickly forget your mistakes and want hire you again!

Thanks To: Sandra Baptist of IACWE.com

35. The Truth Shall Set You Free

Make It Right: Talk about it honestly. If you learned something, share it. If you were wrong apologize. If the customer doesn’t want to hear it, you may not want that customer.

Thanks To: Barbara Hranilovich of Hranilovich Illustration/BARBCO

36. Client Recovery

Make It Right: I find that in our Techie world..a personal touch is always good. Integrity helps it displays character and sets the stage for the relationship.Evaluate what went wrong, the value of the relationship and “blink” use your gut it generally is never wrong…You and your client will know if it’s the right thing!

Thanks To: Jerry Pollio of CMT Blog Real Time Updates

37. Do The Right Thing!

Make It Right: If the client is not happy, then you are not happy. What to do about it? Come clean: you both know that something is amiss, so be honest with the client, apologize, and then offer some form of restitution. Ask for feedback; send a fruit basket. Just do not let the line of communication go dead-that customer knows other potentials and can ruin your chances with a bad recommendation!

Thanks To: Doula Angelita of Resurgam BirthingWell8899

38. For To Be It’s Up To Me

Make It Right: You must own the poor result and proactively inform your client. Then make it right. Keep the customer informed step by step. Follow-up at 30 and 60 days to ensure everything is running smoothly.

Thanks To: Leanne Hoagland-Smith of ADVANCED SYSTEMS

39. Holy Crap! I’m Sorry.

Make It Right: I had a client that had ordered several cases of my product for her Chiropractic Office.Our company had a mistake in the bottling process and some of the bottles would explode upon opening. Before I had the chance to call her, she opened one of bottles and it exploded, all over her front office. She called me furious. I had only one solution. Replace her entire shipment and clean her office. Free of charge. If you make a mistake you have to make it right at no cost to the client.

Thanks To: Mardena Crimaldi of Juice2Live

40. Offer More Than One Way Option

Make It Right: Orders executed from the web some times find technology daunting for some clients in mid of a sales transaction. And it could very well be yours. Making options available to settle sales claims that did not go through correctly for one reason or another, can be a miracle for both buyer and seller. When an ebook download capability goes awry, have the option of a cd at the ready to send. Problem solved and relationship maintained.

Thanks To: Carolyn Bartz of LIVING YOUR PASSION

41. Collaborate To Get It Right!

Make It Right: The best way to “get it right” for a client that you let down is to get that client involved with developing a way to make it right. This process starts with the simple question, “What can I do to make this right?” and then just listen. Remember, the customer is always right, so his/her suggestion will likely be a good one.

Thanks To: JR Rodrigues of Job Hunt Express

42. Attention, Key To Success!

Make It Right: See mistakes as wake-up calls calling for paying more attention to business decision-making and behavior. Admit the mistake promptly and apologize honestly and sincerely. Ask what it would take to undo the mistake and create unique and winning solutions for any possible potential problems. Always, work to create some “wonderfulness” after making any mistake; how you recover from mistakes is more important than making the mistake. Attention must be paid; it works to make things right

Thanks To: Alice Aspen March of The Attention Factor

43. Options!

Make It Right: When a customer is unhappy I find out what option will make them feel right about the business transaction. I find they often just need to think about the situation from a different angle then they are actually thrilled with the result. A change in thinking is all that is needed.

Thanks To: Dotty Scott of Premium Websites

44. Stop, Listen, And Learn

Make It Right: The sure-fire way to make an unhappy client feel better requires using the stop, listen and learn technique. First step – STOP. Stop taking a poor call-out personally. Get on the fix it track. Second step – LISTEN. Listen to what the client is unhappy about, understand, ask clarifying questions. Get to the root of the issue. No band-aids, get to the cause. Last step -LEARN. Learn what caused upset, acknowledge it, offer several solutions to fix it. Always think solutions (vs. problems)!!

Thanks To: Lorrie Thomas of Web Marketing Therapy

45. Sorry!

Make It Right: You gotta say you’re sorry, and you gotta mean it. No excuses, no but, if, and, er…

Then, you do what is appropriate. Don’t wet yourself, don’t overcompensate, and rarely give money back.

Usually a sincere apology goes way farther than a payoff. If the client is sincere, they won’t make you pay unreasonably for a mistake.

If you or they are being dumb, well, all bets are off.

Thanks To: Paul Fountaine of Fulton Street Project

46. Admit Your Mistake!

Make It Right: Rather than make excuses, point fingers, pass the buck, just man (or woman) up and admit your mistake. It goes a long way to making amends if you own up to what both you and the customer already know.

Then do your best to correct the problem. And it never hurts to throw in a little compensation for your customers’ trouble.

Thanks To: Alison Moore Smith of Wn with 1 – Be a Blogger in 1 Week

47. Straight Up

Make It Right: Own up to the error and make constructive recommendations on how you are going to make it right. Then, follow through. Go above and beyond and in the end, wow the client with your honesty, grace and intellect.

Thanks To: Deborah Thompson of Vivique – Maternity Apparel

48. It’s On Me!

Make It Right: If the business owner messes up the best way to reach out to the client is to offer them something since you made the mistake. Whether it’s a coupon, free product or something on the house with your business, that makes a customer think “Well they do care about their customers.” They remember these things that you reached out to them and they will share that with everyone they know! Your customer will bring you more customers.. Customers usually let you know what makes them happy, so listen

Thanks To: Ashley Bodi of BusinessBeware.biz

49. No Apologies

Make It Right: My tactic for “making it right” after an incident, actually occurs BEFORE the incident happens. While working with a client, through my actions, I let them know just how much it means to me to do a good job for them. They know that I care about my work because my name is attached. When something does go wrong, whether it’s my fault or not, my clients know that I am more upset with myself then they are with me. Although they still need me to fix the mistake, they less likely to get too upset.

Thanks To: Ryan Taft of Catalyst Marketers

50. Acknowledge Your Mistake!

Make It Right: Every business has its share of mistakes, when these mistakes happen, acknowledge them and tell your client or customer, that you are aware of the situation and that you would like to make it better. I have learned, in business and in life, if we confront the faults and acknowledge them sooner than later, we know that at the end of the road there will be a happier customer.

Thanks To: Marvin Vasquez of Vasz Books

51. L. A. S. T. F. U.

Make It Right: Sometimes Sh*t happens, when it does, this is what I usually do L.A.S.T F.U

Listen- I mean closely, let them have at you, don’t interrupt!
Apologize – Don’t leave this out, apologize for any inconvenience, No Drama just sorry.
Seek -search for the best solution, chances are by listening and apologizing they usually reduce the request of resolution.
Thank – them for understanding we are all Human!
F.U. – Follow Up, make sure they are 100% satisfied, if you don’t, L.A.

Thanks To: Gregg Mulgrew of Cardlogic

52. Be Genuine

Make It Right: If I mess up with a client – either on a job or by saying something wrong, I respond by being genuine. Genuinely apologizing for my mistakes has always shown that I am not trying to hide the fact that I made a mistake and that I truly care about the client. Business is about relationships and only honest relationships last.

Thanks To: Ariane Griffiths of Foundation Studio Marketing & Promo

53. Own Up To It, Now!

Make It Right: So you blew it but now is not the time to turn tail and run. Meet with the client face-to-face, swallow hard and accept the blame for the poor outcome, and open the lines of communication. But this time, really listen and share expectations in clear, specific, and resolute terms. Establish a plan going forward, set up milestones as checkpoints and focus on the essential outcome. Remember, uncertainty impairs satisfaction and results so don’t go there again!

Thanks To: Marya Grier of Performance Connect

54. Own Up And Own It!

Make It Right: Owe Up – Don’t let the customer find out – tell the customer that you messed up. And if they find out first own up that you should have found the mistake first!
Own It – Don’t make the customer do the work for your mistake. Take responsibility for fixing the issue and making sure it doesn’t happen again.

Thanks To: David Couper of Transitions Coaching

55. Don’t Deny, Grovel Instead!

Make It Right: Don’t try to hide the mistake you made by denying it – and ask for the chance to make it right. Be it giving the client’s money back, giving free product, whatever it takes! The whole goal is to get a satisfied client who will tell everyone of your great customer service. And that is worth more than your pride…

Thanks To: Michelle Hamman of MotherTongues T-shirts

56. Make It Right With Free Time!

Make It Right: Once in a while, I work with someone that feels that they did not get their monies worth..and that is OK. Everyone needs to feel like they received great advice for a great price. So, when someone kind and genuine feels “let down”, I simply offer to keep working with them until I give them exactly what they expected. Some cannot be satisfied or have unrealistic expectations, but working with someone until you solve their problems is the best way to make good and everyone wins!

Thanks To: Jim DeBetta of DeBetta Enterprises

57. Ask , Listen And Take Action!

Make It Right: This formula has been my most successful solution to the inevitable (hopefully rare) mess up: Cut to the chase & ASK! The question, “How can I make this right?” is the first big step to making good. It demonstrates that you understand, care and value them as a customer. LISTEN intently to what is said (and what isn’t) I’m often surprised at what I hear. Finally, take immediate, measurable ACTION. Competent follow up is critical when you’re aiming for a favorable long term outcome.

Thanks To: Jannis Paulk of AllCore Technology

58. Ask How To Make It Right

Make It Right: If I have messed up, first I sincerely apologize to the customer and let them know it is not normal for my business to go that way, then I ask them what I can do to make it right with them. When they talk, I really listen, I do not become defensive or defend anything they say. When they make a specific suggestion of what I can do to fix it, if it something realistically possible, I will do it for them. I follow up with a hand written note, thanking them for the chance to make it right.

Thanks To: Sherri-Lee Pressman of 4 Kids Enterprizes

59. Redo The Work For Free Asap

Make It Right: If we have an issue with any of our marketing production, we redo the service ASAP for free. Of course we apologize too!
We try to have a personal relationship with our customers so they will tell us when we mess up. Some companies are afraid to know what their customer thinks but we’d rather know what went wrong (if something did) so we can fix it.

Thanks To: Kathy Mason of Mason Works, LLC

60. Mea Culpa

Make It Right: First, fess up! It’s important to admit you messed up without being defensive. Then ask the client what you can do to make it right. Make it about them and your desire to fix the error, whatever it is. Most people will help you find a reasonable solution.

Thanks To: Jan Schwartz of Education and Training Solutions

61. Honesty Is The Best Policy

Make It Right: As a life coach, staying in integrity is key! Only one time did I find myself unable to live up to my commitment of “no agenda but the clients’.” In this instance, I discussed my lack of objectivity with the client, refunded my fee and referred them to three life coaches so they could interview and make their own choice.

Thanks To: Monica Kosiorek of UNLOCK YOUR POTENTIAL LLC

62. Customer Satisfaction Is #1!

Make It Right: When something goes wrong, go above and beyond the call to correct the issue and make sure the customer is happy with their experience in the end. Even if the problem is out of your hands-like USPS loosing their package-express a sincere apology, resend their order adding additional product to show your concern for any inconvenience caused. Follow up with an email to make sure all is well-Including a discount code for a future purchase. Showing you care and they matter can go a long, long way!

Thanks To: Katie Johnson of Kix By Katie

63. Ask The Boss

Make It Right: Offer options — after you admit you goofed — then ask the client what would make him happy; what turn him back into a raving fan.

Thanks To: Rebecca Staton-Reinstein of Advantage Leadership, Inc.

64. Admit It, Make Amends, Move On

Make It Right: Don’t diminish it’s importance to the customer. Don’t try to hide it. Admit it. Apologize with sincerity, even if the customer is partially to blame. Offer a peace offering (i.e. 20% off next purchase, free “widget”, if another business… mention them in your newsletter, on your web site, etc.) Don’t beleaguer the issue with the customer or your employees. Mistakes happen. Learn from them. Make changes if necessary, then move forward.

Thanks To: Dale Little of Business Strategist