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.”