When a business makes a mistake, that is the time that you can really shine in your customer service. If a restaurant gets a dish wrong, they should not only fix the mistake and make sure that the dish is not included in the bill, but offer the coffee at the end free of charge too.
This is because this is a fantastic opportunity to show how much you care about your customers, not just as customers, but as human beings.
We all expect people to make mistakes, but when you amend your mistake twice over, you surprise the person and give them delight, which is something that very few of us experience on a day to day basis.
I wonder if this is something that we can apply not just in customer service, but on a broader basis in our personal lives and also in society?