Our operations managers need to constantly decide what they
will do when failures do occur. Our
operation benefits regularly from well planned recovery.
The breakdown may be disruptive but not as much as it might
be if operations managers had not worked out what to do.
Recovery procedures will also shape the customer’s
perception of failure. It is not
necessarily the failure itself that leads to dissatisfaction but our response
to the break down. Mistakes may be
inevitable, dissatisfied customers are not.
A failure may even be turned into a positive experience.
A good recovery may possibly turn angry, frustrated
customers into loyal ones. An effective
response to failure may yield a high pay-off in terms of the long term success
of our organization. It will also send
positive signals to our clients and employees about our policy to encourage
corrective action to achieve high customer satisfaction.
I run a cleaning service company in Poland and I find your blog very helpful. Really interesting stuff :) Best regards!
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