A big blow-up!
It's not about what makes them blow up; it's about what you do when it happens
The news has been so full of the volcano, and the resulting travel chaos, this week that you could be forgiven for thinking that nothing else is happening in the world.
One thing that I’ve noticed when watching the coverage is that the stranded travelers have been complaining more about lack of information than about the inconvenience of being stuck somewhere else.
This is a prime example of the way that a company’s crisis response affects their customers’ experience, and thereby their reputation and their brand.
If you do it right, a crisis is actually a way to improve your standing with your customers, not destroy it and this week’s tip tells you how.
this week’s tip: keep them informed
Lack of information is so frustrating. People understand that mistakes, accidents and disasters happen, but unless you keep them informed, then they won’t cut you the slack you deserve.
There are 3 key things to do:
1. Be fast – as soon as you think there may be a problem. Let your client know and tell them what you are doing about it. This helps to manage their expectations.
2. Be honest – if the problem is the result of an error on your part, so say, and explain what the error was.
3. Be generous – do everything that you can to put the problem right. Your customers will love you for going the extra mile.
If you get this right, you will find that you get MORE testimonials and referrals as the result of your mistake, rather than less.
