John Tschohl Quotes
Too many employees want to blame someone else for mistakes. The customer doesn't care who made the mistake; he wants the employee standing in front of him to take care of it. You must own the problem. Apologize on behalf of your organization, and then take whatever steps are necessary to solve the problem. 
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Employees | Blame | Mistakes | Customer | Care |
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Recognition is another important element of empowerment. Employees who make empowered decisions should be recognized and rewarded. Celebrate them. Feature them in the company publication. Give them a prime parking spot near the front door for a week. Throw a pizza party. By doing so, you are sending a message to the rest of the workforce that empowerment is important.
- John Tschohl
Service recovery doesn't end when you solve the customer's problem. Give her something of value that excites her. Every company has products or services that have value in the eyes of the customer that don't cost the company a lot of money. Identify five or ten products or services your organization has that you could give away when your organization makes a mistake. Vail Resorts has a system in place that provides free drinks when the ski lift shuts down for a few minutes and free lift tickets when it's down for more than 15 minutes.
- John Tschohl