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No one is perfect, so chances are you will, as a company, make a mistake and upset a customer from time to time. It’s not if, it’s when. Obviously, you will have processes in place to avoid this happening and if you haven’t, now might be a good time to start putting some in place.
Customers, however, will often judge you more on how you fix your mistake than on the actual bad event itself. So, let’s first look at some things you should NEVER do when you drop the ball before looking at ways to put things right…