Why Service Recovery Matters

“I am passionate about the topics I address through my “Other Side of the Coin” blog.?They are not intended to simply criticize or judge.??What I hope for is by sharing my insights and tips, that ultimately it may help others avoid common mistakes and achieve better results.”

As a reminder of the importance of employee experience and service recovery, I love taking the opportunity every chance I get to highlight its significance using a recent real-world experience.???Last week my internet service went down, and no number of reboots would fix it.?Provider finally agreed to sending out a tech but need to wait 3 days. ??So, I was not happy about that,?and he then arrived 90 minutes late.?As you may imagine, I was already drafting my “bad review” post.

The issue turned out to be a faulty router that incidentally, was just replaced only 2 months ago as part of their service upgrade.?As he happily gave me the news that he found the problem to be a faulty router that he replaced with a brand new one, "I cringed!"???For those who never had a router replaced, do you know the impact it has with having to reset passwords???You must reset the password on every single gadget that uses the internet in your home.?I have about 30.? Then add insult to injury, the password assigned to the router by the provider is a combination of 15 characters comprised of numbers, letters both capital and lowercase and dashes.?The tech saw the fear on my face when he told me he replaced the router at which time I meekly asked him, "Now so does this mean that I have to reset all my passwords again?"??The technician with a huge smile proudly told me that he had already changed the password on the new router to the old router password, so I did not have to reset any of my devices. I immediately experienced the greatest feeling of a service recovery.

Suddenly, I forgot about rebooting the router 20 times, being without internet for 3 days and the tech being 90 minutes late!?My customer experience changed to excellent! ?Lesson learned...?So, no matter how bad you think service may be going, don’t give up! The smallest action may just make that difference. ….”and that the Other Side of the Coin”