Customer Service Training TIps

How Bad News Creates Loyal Customers

In one of my seminars I explain that customers are too busy to notice service that’s simply good; it needs to be REMARKable. Interestingly, my family did have a remarkable experience last weekend in a highway restaurant. When we ordered, the waitress explained that two of our choices weren’t available, so we settled on alternatives. Unfortunately, she returned twice from the kitchen apologizing that some of the side dishes weren’t available either, and asked if we’d accept substitutions. No big deal to us but with the last substitution she added, “Because of the inconvenience we’d like to buy you all dessert.” Ice cream never tasted so good! Result – not only will we return, I also just told you and thousands of others about the Heritage Inn Restaurant in High River, Alberta. The irony is if it wasn’t for the negative circumstances, their service wouldn’t have been so noticeably good. The key is to address customers’ concerns even when they don’t express them.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

Repentance is sorrow for the deed… not for getting caught.


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