Problems are an Opportunity to Excel  [edit] 

Posted by: Mar 16, 2011  

Here's a quote from a customer of a client Company, who'd make a real cockup.

the initial designer disappeared off the sight of the earth, and some of his work required the Co to run about in order to resolve properly: the MD took charge and came and delivered a piece of furniture personally. The leadership was outstanding in a very difficult situation. They were superb in a very stressful situation ... I'd definitely recommend them!

So: remember: when it all goes pear shaped, there's a HUGE opportunity to wow the customer and turn a cockup into a triumph!

Suggestion: train all your staff on this continually and look for examples of this happening so you can publicise them throughout your team or Organisation.

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