17
Make Recovery a
Point of Pride . . . and
a Focal Part of
Your System
The true test of an organization’s commitment to ser-
vice quality isn’t the stylishness of the pledge it makes
in its marketing literature, it is the way the organization
responds when things go wrong for the customer.
—Ron Zemke
Father of Knock Your Socks Off Service
All around the country, front-line service people are having to
deal with customers who experience service failure. It’s not
their fault, anymore than it’s the customers’ (although it’s
worth repeating that about 30 percent of all problems with
products and services are indeed caused by customers).
No service system is, or ever will be, 100 percent perfect.
Sooner or later, something will go wrong. When it does, how
your ...