http://www.marketingconference.org/blog/2008/05/15/referrals-and-service-recovery/ Fri, 08 Aug 2008 07:55:36 -0700 http://wordpress.org/?v=2.9.2 hourly 1 http://www.marketingconference.org/blog/2008/05/15/referrals-and-service-recovery/comment-page-1/#comment-271 Justin Seibert Wed, 21 May 2008 16:39:27 +0000 http://www.marketingconference.org/blog/2008/05/15/referrals-and-service-recovery/#comment-271 <b>Adam</b> - I love the apology letter! I'm going to mention that in future sessions and will start implementing in my own office. Thank you for sharing! Adam – I love the apology letter! I’m going to mention that in future sessions and will start implementing in my own office. Thank you for sharing!

]]> http://www.marketingconference.org/blog/2008/05/15/referrals-and-service-recovery/comment-page-1/#comment-270 Adam Daniels Wed, 21 May 2008 13:46:19 +0000 http://www.marketingconference.org/blog/2008/05/15/referrals-and-service-recovery/#comment-270 When I signed up for this seminar, I honestly expected to get out of the office for a day, see some PowerPoint slides and maybe get an hear some interesting marketing facts. What I didn't expect was to be blown away with useful information and applicable ideas. One of the many things that I was able to take away from the NextGenerationMarketing conference was the use of a bad service experience to gain the trust of customer. Using the quote "you only have two opportunities to make a good first impression" as a basis, I have implemented a plan. Since attending the meeting, just a week ago, I have created an apology plan for all employees to use. A simple template apology letter, that is straight forward and honest, was created. This is to be sent in combination with a first aid kit gift that is offered to "fix" the problem. This simple gesture will seek to gain their trust and build a loyal customer. This idea and so many more have come to me after listening and engaging in conversations from this conference. Bravo Gentlemen and Thank You! When I signed up for this seminar, I honestly expected to get out of the office for a day, see some PowerPoint slides and maybe get an hear some interesting marketing facts. What I didn’t expect was to be blown away with useful information and applicable ideas. One of the many things that I was able to take away from the NextGenerationMarketing conference was the use of a bad service experience to gain the trust of customer. Using the quote “you only have two opportunities to make a good first impression” as a basis, I have implemented a plan. Since attending the meeting, just a week ago, I have created an apology plan for all employees to use. A simple template apology letter, that is straight forward and honest, was created. This is to be sent in combination with a first aid kit gift that is offered to “fix” the problem. This simple gesture will seek to gain their trust and build a loyal customer. This idea and so many more have come to me after listening and engaging in conversations from this conference. Bravo Gentlemen and Thank You!

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