Back in 2012, Jawbone was getting a lot of heat for their buggy and unreliable Up fitness device. So they did something really smart: They offered a complete, no-questions-asked, 100% refund — and you could keep the product. There’s no doubt that they saved a ton of customers — and their reputation. The lesson: By far […]
October 31, 2012
Customers will love you and respect you for it. And they’ll stick with you. More important: When a friend asks them which company to do business with, the apology will earn you more word of mouth recommendations than everyday good service. Here’s a great example from GoDaddy, sent in by Jeff Arnold (thanks, Jeff!): Dear […]
September 19, 2011
This is a seriously fantastic message from Hotels.com. I’m sure most customers (including me) had no idea that there was an issue. But they stepped up and apologized to everyone. Hotels.com – you’ve got class.
June 10, 2011
How many times do you have a problem with a company and all you want is an apology. And they say everything but “I’m sorry.” When you screw up: Take responsibility. Apologize for real. No mealy, bullshit, weasel words, like “we’re sorry that you feel that way.” Do it fast. Here’s a great example from […]
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