According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared to only 74.9 if there was no problem to begin with. And the more satisfied a hotel guest is, the more he’ll likely spend. The
Typically, when you think of airline connections, you think of events that occur between departure and arrival at your final destination. But there’s another type of connection that’s equally important to the long-term success of an airline: personal connections. I recently read a Wall Street Journal article about the customer
Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has chronic, unresolved issues (in which case, you may want to update your résumé), problems and misunderstandings are exceptions. By definition, exceptions do not conform
Studies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or, better yet, their delight). Even so, problems often go unresolved or ignored by employees who are in a position to make things right and win
Time and again research confirms that customer encounters in which a problem is resolved quickly and efficiently receive higher satisfaction scores than situations in which there was no problem reported. Obviously, each customer is different with respect to his temperament and tolerance for mistakes. But dropping the ball here or
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