Maintaining good client relationships is a huge part of our business and having a plan in place to manage those relationships is critical for success. A very accomplished colleague of mine taught me the “ASAP” customer service model below – and it WORKS.
A is “apologize.” Even if it’s not your fault, apologize that a problem occurred.
S represents “sympathize.” Put yourself in the other person’s shoes. Show them that you understand how they feel and why they would be upset.
A stands for “accept responsibility.” Too often we look for a person or process to blame. Accept responsibility for the mistake. The other person will be more willing to move on if you are not looking for excuses.
P means “prepare to take action.” Make a plan to solve the problem and ensure that it does not happen again.
You will be surprised by how far these four steps can get you. Do any of you have similar go-to best practices?