Column: How to save face after making a mistake

02/26/2013 | Travel Research Online

Mistakes are inevitable, and the key to retaining the client's business when that happens is admitting to the mistake and working with a customer to resolve the issue, John Frenaye writes. "If the mistake was yours (or someone on your side of the table), ask the client what he feels needs to be done to correct the mistake. ... [I]t may be as simple as a promise to not let it happen again," Frenaye writes.

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