I recently received an email from my credit union accepting complete responsibility for a mass email that was erroneously distributed and attributed to human error. They reassured me that the message did not compromise my financial information. What a novel idea — an organization that steps up to the plate and admits fault!
Most companies tend to push the problems under the rug, right after they stop pointing fingers on who to blame. Research shows that companies that proactively address consumer concerns build loyalty. That’s the beauty of service recovery — it works wonders when companies admit they are “human.”
I am certain that most consumers do not expect perfection, just an honest effort to resolve problems as and when they occur.
About Hemant Rustogi