CHAPTER FIVECut! Take Two!

When you’re committed to delivering a red-carpet experience, you must always strive for flawless service. Even with the best of intentions, however, we sometimes make mistakes and have to face unhappy customers. Let’s be honest: sometimes they are unhappy even when we didn’t make a mistake! Either way, how you recover in those moments can make the difference between an angry, loose-cannon customer and a raving fan!

According to a study done by the Research Industry of America, anywhere from 54 to 70 percent of complaining customers will continue to do business with you if they receive a response to their criticism. If they feel their grievance was resolved, that number goes up to 95 percent.

Emily Loeks, the director ...

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