The Lost Art of Service Recovery

BY LUCAS DIONNE

Service failures are an inevitable part of the luxury ground transportation industry. Vehicles break down, reservationists make mistakes, and dispatchers miss flight changes. With nearly a decade of experience, I have encountered countless such scenarios. Despite our best efforts, human errors and mechanical failures occur. The critical question is this: What do you do when something goes wrong?

It’s human nature to avoid discomfort, and admitting a mistake is uncomfortable. It’s tempting to blame external factors like traffic, vehicle manufacturers, or inattentive staff. However, the ultimate responsibility lies with you to ensure your response to a service failure upholds the standards of your business. Renowned poet Nikki Giovanni once said, “Mistakes are a fact of life. It is the response to the error that counts.” This rings especially true in our industry. Customers appreciate a business that genuinely cares about their experience, and simply offering a refund or discount isn’t always enough to rebuild trust. Your recovery efforts must match the luxury service your customers expect.

Here are some tried and true solutions for handling service failures:

As the Problem Is Happening:
1. Stay Ahead
Clients appreciate a heads-up (as well as a sincere apology and a concrete solution) if something goes wrong. Train your dispatchers to immediately alert clients of potential issues rather than blindsiding them at the last moment. For example, if it appears that a chauffeur will be a few minutes late due to traffic, inform the client promptly. A simple notice that the ride is slightly delayed can reassure passengers. Similarly, if a vehicle is unexpectedly out of service, inform the clients and offer alternatives. Proactive communication is always better than an unexpected surprise.

2. Anticipate the Unexpected
Does your entire team know what to do if a service issue is imminent? Staff should be adaptable and prepared to handle unforeseen issues. Dispatchers need to constantly look ahead, and reservationists should be equipped to handle tough calls after a service failure. Every member of the team must work together to get the issue resolved as quickly as possible: dispatchers, reservationists, chauffeurs, and management. Frequently roleplay scenarios so your employees are comfortable taking the lead in a crisis. Stress management and familiarity with company policies should be integral parts of ongoing training. One key lesson is to address the immediate problem first and investigate the cause later. Too many people probing for the cause can lead to miscommunication and further frustrate the client with inconsistent explanations.

Follow-up Steps:
1. Have a Service Recovery Plan
Ensure that every team member knows their role in the recovery process and adheres to it. A clear plan minimizes additional frustration for the client and ensures that the recovery process is smoother than the failure itself. Coordination and clarity are paramount.

2. Acknowledge the Problem and Empathize with the Client
It’s crucial to make clients feel heard and understood. While the customer may not always be right, their experiences deserve an open-minded and empathetic response. For example, if a bride’s wedding day was disrupted by a service failure, acknowledging the impact and showing sensitivity is essential. If you find it challenging to empathize, delegate the follow-up to someone who can genuinely connect with the client’s concerns. This is a service industry and clients will always try to make last-minute demands. It’s how your team handles them that matters.

3. Stick to Your Policies, but Be Flexible
Your policies are important, but occasional flexibility can significantly improve the client’s experience. While they are in place for a reason, too much rigidity in procedure may lead to further dissatisfaction and public complaints. The goal of service recovery is to leave the client with a more positive impression despite the initial failure. Imagine if your team is able to make the impossible happen—you not only win over that client, but they likely want to share that stay with their social circle.

4. Be Prepared to Offer Compensation
Accepting the need to offer compensation can be difficult, especially when it involves additional costs. However, transparency about costs incurred and a willingness to work with the client to find a resolution is crucial. Compensation could range from partial refunds to complimentary future services or other creative solutions that would appeal specifically to that client. Approach this resolution graciously to avoid further souring the client’s perception of your business.

Service recovery calls are never enjoyable, but they are an essential part of running a business. The more you prepare for these situations, the better off you’ll be in the long run.   [CD0824]