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“How To Keep your Customers Even if You Make a Mistake
11 October, 2016 @ 12:00 pm - 1:30 pmFree
Seeing the experience of a service interaction through the guest’s eyes is at the center of great service delivery, but what happens when it goes wrong? This class will explore some of the ramifications of service failure, and the value of going the extra mile to recover a service failure. How important? Well, here’s a hint to think about before we meet in person: It costs from 4 times, to as much as 30 times, to acquire a new customer, compared to retaining an existing one. David Williamson is a services industry management consultant whose clients include businesses in the food service industry ranging from food trucks and ski resorts, to New York Times Four Star restaurants.