Things go wrong.
When it happens, you do your best, you handle it, and you move on to the next thing. Thing is, sometimes, what goes wrong affects other people … and they have a decision to make: do they accept your response and move on, or do they take what you’ve given them and start looking for someone else to work with?
The answer has little to do with the solution to the issue itself. It’s based on two things: how you dealt with the issue, and the strength of the relationship before the fan got dirty.
In the moment: honesty, humility, stick-to-it-ness, delivery, apology.
Before the moment: honesty, humility, stick-to-it-ness, delivery, building a basis of trust.
Often, the difference between thank you, and bye-bye? The strength of the relationship.
Skippy strategy: Any time you have an important relationship you know you have a relationship that needs to be stronger.
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