I came across this post today from the Church of the Customer blog after it was mentioned by Jeremy on his blog.
I’ve blogged before about how service breakdowns will happen from time to time – they are to be expected when you rely on people to deliver your service. The interesting thing is that service breakdowns are opportunities – they provide an opportunity to recover from the breakdown and exceed your customer expectations.
I remember during my MBA reading an article that explained how if you just deliver the service you’ve promised, you’ll meet your client’s expectations. Exceeding them requires more. And sometimes when things go wrong, you have the opportunity to not only make things right, but exceed your client’s expectations of the service they were expecting.
The other interesting thing about this video is that it’s heartfelt. It’s not great quality, there’s no script, but that’s what makes it great – it’s real! I wonder how much more business the Domino’s store could get as a result of this video.
Anyway, have a look at it yourself and let me know what you think.
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Thanks for the shout out in your post. I really like how you built on the idea as well. Nicely done.
Hi Jeremy, Thanks for dropping by and taking the time to comment. I came across your blog via Andy Nulman’s blog and I enjoyed reading your articles, particularly this one on the apology.
Hope you come back to this blog again.
Allan