How to Make ’Em Like You (Even When You’ve Messed Up)

The next day, UPS delivered not only the replacement slacks, but

tucked into the package was a handwritten apology and a hefty

gift certificate. Would I order from that company again? You bet

I would. Would I recommend their clothes to someone else? You

bet I would. Top customer service folks welcome mistakes because

they know it gives their firm a chance to shine. Whenever you

mess up and someone suffers because of it, make sure they come

out ahead, way ahead. I call the technique "My Goof, Your Gain."

Visiting an important client's office, I once tripped on a rug

and took a nose dive, making a three-point landing in a vase on

her desk. My nose was spared but her vase shattered into

smithereens. Two tubes of crazy glue and lots of "Where the heck

does this piece go" later, the vase was back on her desk, and we

agreed it looked pretty good. Nevertheless, the next day I had a

messenger deliver a beautiful vase, ten times the value of the

almost-totaled one, with a dozen roses in it.

Whenever we speak, my client tells me every time she looks

at the new vase, she smiles. (A better "incentive gift" than a pen

with your name on it, no?) The next time I visit her office, my

client may hide some of her more valuable breakables. But, thanks

to My Goof, Your Gain, there will be a next time.

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How to Make 'Em Like

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Messed Up)

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Now, suppose it's not your boo-boo. It's theirs. How can you

make their goof your gain? Read on.