On a whim of hopeful optimism, I took my winter coat, hat and scarf to the dry cleaners for the end-of-season cleansing. What I got back was a coat, a scarf and an unraveled pile of yarn.

The once-was-a-hat was hanging in the plastic just like the other items, with no note or acknowledgment that the item was no longer functional. When I pointed the damage out to the attendant, she offered no apology. Instead, she took it back and said that they would send it to the tailor and if it could not be fixed then I could come back in and file a claim to receive pro-rated damages.

I am sure that this is not the first article to be damaged, making me wonder why there is not a process in place to address it in a way that preserves the customer relationship. It’s bad enough to ruin an item, but why make the client come back at least once, and only offer a partial settlement instead of replacing it? I wonder if I am going to get a refund on the dry cleaning cost!

Mistakes do happen, but I would have felt much better if they had said: “We want to let you know that the machine damaged your hat. We are so sorry! We sent it to the tailor who could not repair it, so here is a refund as well as no charge on your order.”

Every organization has processes that go wrong but don’t let your reputation unravel because of them. Customer service ratings are highest for organizations that effectively respond to service failures. You’d be wise to proactively prepare for missteps so you can wow your customers instead of losing them.

About the Author leadership dots by dr. beth triplett

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

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