When things go wrong

Every business that provides a product or a service is going to get things wrong from time to time. A damaged delivery. A call not returned. A deadline missed.

No-one gets everything right 100% of the time.

But the story of how you deal with an unhappy customer is a powerful one.

Companies like John Lewis and Amazon know that responding quickly to complaints and doing everything they can to rectify the situation and keep the customer happy is an important part of their Brand story.

Accepting that you will get the occasional complaint or even a bad review is part of being a business owner.

Using it as an opportunity to show your customers how much you care, helps you tell an even better story.