Nobody’s perfect! Every company has, at one time, failed to deliver the flawless customer service that it wants to. However, how you react to a mistake can more than make up for the initial error. And as it’s been revealed that it is seven to ten times more expensive to acquire a new customer than to retain an existing good one, it is certainly worth putting in the effort to rectify your mistakes.
Let this heroic and seasonal recovery inspire you …
In Colorado Springs in 1955, a boy ringing a misprinted telephone number expected to get through to Santa. Instead, he ended up ringing Colonel Harry Shoup’s secret hotline at the Continental Air Defense Command.
This was the time of the Cold War – this was a number which was known to very, very few. If you had to guess the outcome of this call, you would certainly not have anticipated this. When the Colonel realised that it wasn’t a joke, he instructed his staff to give all children who called in a “current location” for Santa Claus. And so “Santa Tracker” began. This tradition continued when the North American Aerospace Defense Command (NORAD) replaced CONAD in 1958. Children today can call 1-877 HI-NORAD (1-877-446-6723) to talk to NORAD staff about Santa’s exact location.