Every business has its glitches, let’s face it. Operations can go smoothly 98% of the time, but it’s that random 2% that cause most of the problems. When you are faced with the glitches (lost packages, missed appointments, water main breaks) how do you compensate the customers who are also affected?
Sometimes, we have control over these situations, and sometimes we don’t. Either way, should your customers ever bear the brunt? If a package gets lost in shipping, is that the customer’s responsibility? If you send a repair person to fix someone’s washing machine and he inadvertently breaks a pricey vase when walking through the front door, should your customer lose out because they had the vase there in the first place? If a plane is delayed, and the traveler misses his/her connecting flight, whose responsibility is it to make amends, to pay for the hotel stay?
You, as a business owner, can claim that the problem isn’t your fault, but the bottom line is, Read More→
