Recovering Trust when Things Go Wrong

Imagine buying track lighting on-line and when you install it, discover that one head doesn’t work. Since it’s over two months since your purchase, Amazon directs you to the manufacturer, Juno Lighting. You phone expecting a hassle. You’re quickly directed to a live person who offers to send an immediate replacement head as well as a shipping sticker to make it easy for you to return the old one. No runaround. No delay. That’s what happened to my buddy, Gerald. Apparently, the folks at Juno Lighting realize the internet that generates revenues for them is also the same network customers use to either rant or rave about them. Now you, and thousands of others who receive my tips, just heard about Juno’s great service. The lesson is when things go wrong, fix it faster and with less hassle than people expect. Customers will not only forgive you; they’ll reward you.