First to Know First to Handle Problem Resolution

"I have always found it to be one of the more intriguing idiosyncrasies of the human condition that a problem that is handled quickly and effectively will almost always serve to generate more long-term customer loyalty than when the original service was delivered satisfactorily."

"said, I am a huge believer in the old customer service mantra of, ‘First to know, first to handle.’ If someone can fix a problem on the spot it saves all kinds of angst for the customer plus time and expense for the company – just as importantly, an on-the-spot resolution more often than not will also keep a customer in the fold."

"When I was hands-on CEO at Virgin Atlantic I did something similar with our staff. I’d write them a letter every month with an update on how things were going and – before cell phones and email – gave them my home address and home phone number if they wanted to get in touch with me. And, as with the Florida hotel manager, on the rare occasions they did I was always delighted to hear what they had to say."