Ctrl + Z
In Windows, ctrl + z is the shortcut for "undo." For a writer, ctrl + z is your friend. It takes away the pain and anxiety of deleting something you didn't mean to delete or screwing up your formatting.
Unfortunately, sales and marketing doesn't come with a ctrl + z command. If you make a mistake with a prospect or client, you just have to grin and bear it. Right?
Wrong.
I'm sure by now we've all heard of last week's JetBlue fiasco, where passengers were stuck on airplanes for upwards of 11 hours. There were numerous other fiascos on other airlines, and yet JetBlue's is the one we keep hearing about.
Why?
(1) They've worked hard—and spent money—to build their brand. A brand which is synonymous with passenger satisfaction.
(2) They're honest-to-goodness apologetic. And they're taking actions to rectify the situation.
The latter is something that the marketing team here at InsureMe commended this afternoon. Because it's not easy to admit when you've made a mistake. It is easy to hide behind the steely façade of the corporation and just continue on with life. But that's certainly no way to garner consumer loyalty.
We all make mistakes. It's part of being human. So when it's your turn to face the music, do so with honesty and humility. And go the extra mile to make it up to your client.
