Article by: Warren Shiver
Proactive Customer Service
Studies have repeatedly shown that when a company recovers from a service failure, they often are able to increase customer satisfaction and loyalty. We all have our own examples and much has been written on the topic (I’m a fan of Reicheld’s The Loyalty Effect). I was recently reminded of this when my wife sent me a letter that she received upon checking into a hotel in San Antonio last month, which apparently is visited annually by a swarm of crickets. The hotel defuses the impact of this event with humor and an offer of assistance – check out the letter below. Great stuff.