I recently bought something with a missing part at a Target store close by.
When I called them to let them know about the problem, the team did a phenomenal job acknowledging the issue, helping process the return, and ensuring I got a replacement – assembled at the store.
Within a week, they had transformed me from a temporarily disgruntled regular customer to a fan. Just by taking ownership of a bad situation.
It was a great reminder of an idea I think about from time to time – “Do not fear mistakes. Fear only the absence of a creative, constructive, and corrective response to a mistake.”
Mistakes and bad situations often create opportunities for meaningful positive change.
In customer service experiences.
And in life.