When a problem occurs (and it always does in the service industry), the way you react is vital to saving your relationship with the customer. At Service Express, we react threefold: we own the mistake, we fix it immediately, and we fix it permanently.
Making a mistake is a forgivable offense. But the same mistake should never happen again—and there has to be a systematic review to make sure it doesn’t. In other words: make your mistakes a learning experience. Every time.