When Delivery on Promise fails, your Recovery process becomes paramount. It is the opportunity to show how service oriented the firm is, as long as it is not an ongoing situation; it will destroy your reputation and become financially unsustainable. The marketing and sales processes create a set of expectations on how important the customer's business is to you, what results can they expect from purchasing the offer, and how easy the offer will be to use or consume.

Show Objective

Given an organization wide emphasis for delivering on promise to customers, you will be able to take a negative event and make it a win for the customer.

EPISODE 69:

Summary

An effective recovery strategy requires several things are in place: (1) your marketing and sales efforts don't over promise to any significant degree, (2) your processes are under control so defects are minimized, (3) there is a policy for handling recovery situations, and (4) the front line can solve it without management involvement.

Topics:

• Understand the opportunity to build a service reputation
• Clear and stated Recovery processes
• Front Line personnel enabled to handle the complaint