Sometimes You Just Need to Apologize and Make it Right

General George S. Patton said it best: I don't measure a man's success by how high he climbs but how high he bounces when he hits bottom. In other words, everyone fails. It happens. The real measure of who you are is what you do to recover when you fail. Patton applied that rationale to his soldiers, but in the world of business, especially service businesses, it also applies. I know of a destination management company (DMC) that just lost a very lucrative client and they did it by forgetting that the real measure of a business is what they do after the mistake is made, after the damage is done. In the field of destination management, when things go bad, they tend to go bad in an obvious and embarrassing way for the client. After all, they have put their image—personally and professionally—in the hands of the DMC and when there is a failure, it is the client that takes the hit and not the DMC they hired. Here is what happened: The DMC was contracted to manag... [Read Full Article]