Archive: Service Recovery

Get Service Recovery Right the First Time

Posted by Kristin Baird  I am no stranger to travel. In fact, with my consulting business, I easily travel 150 days per year or more. During my many sojourns, I have experienced lost reservations, flight delays that cause me to miss ...

3 Pitfalls to Service Recovery

Posted by Kristin Baird https://youtu.be/BRx3w4Ov9X4 Service recovery is an essential in improving the patient experience. When people think of service recovery, it’s common to immediately recall the most difficult situations. For example, the caller who yelled profanities about his bill, the family ...

Running from Service Recovery Opportunities?

Posted by Kristin Baird  It’s human nature to run from danger. When you are trained as a paramedic, firefighter, police officer you are taught to run toward the danger. They know that their role is to identify the problem and take ...

Ignore Complainers at Your Own Risk

Posted by Kristin Baird  For some people, complaining is their default communication style. Often, they don’t even realize they’re a complainer because it is such an engrained habit. I worked with a woman once who looked at everything with a negative ...