Polly's Power-PR

How to handle apologies can be a touchy subject. In a recent issue of Inc. Today's Small Business News, there was an interesting item entitled, "Meet the apologizers," which referenced a Chicago Tribune article," Airlines employ professional apologizers." Featured in the article is Fred Taylor, Jr., official apologizer for Southwest Airlines Co. His job is to apologize within 24 hours to passengers on any flight where they were inconvenienced. Inconveniences range from mechanical delays to passengers who go berserk. According to the Tribune article, Southwest has been operating this apology program for ten years and "CEO Gary Kelly said it makes good business sense to talk to customers after a bad experience, particularly in a competitive landscape." Southwest airlines has a lower rate of complaints than any other major U.S. airline. Do you know what your clients think about your service? Do you talk to or survey your customers on a regular basis to determine their level of satisfaction? Keeping in contact with your customers, particularly after a bad experience, makes good business sense and it's good PR!