Service recovery starts with “I am Sorry!”

Just the other day I had to pull this Service Recovery Tactic script out and use it to help explain a change in the plan during a surgical procedure.

Occasionally a situation occurs that was not planned for necessitating a change in plan. Over my 30 years clinical career, I have developed this plan to Recover, Maintain the patient’s confidence in me and Achieve the outcome they desire.

I believe these points should serve other products and services too.

Great Service Recovery can be achieved using this framework…

1. Begin with Choosing the Right Customer/Patient. They should want to be there and move forward with treatment or service. The Risks/Benefits ratio should be heavily tipped towards Benefits and Not Risks. If Risks Out-weights the Benefits then an alternative plan should be taken.
2. When a deviation in Service occurs start with the Good News first, followed by the alteration that occurred.
3. Offer an explanation as to why this occurred. State the Facts, always tell the Truth.
4. Offer your an apology; “I am so very sorry you this occurred…”
5. Reaffirm you will be there and fix this for them, getting them to the outcome they first expected.
6. Do what you said you were going to do!

NEVER…

NEVER…offer excuses.
NEVER…play the blame game.
NEVER surprise your customers with extra or additional fees, even if it costs you money.

Using these tenets I have been able to “make lemonade out of lemons” numerous times. I know it works since even these patients will leave a 5 Star review, commenting on many of the above points to others.