When something goes wrong with your offering, you’re faced with an opportunity. How you react is entirely up to you. (Even if it doesn’t feel like it.)
You can evade, ignore, or deny it, adding to the frustration your client, customer, or prospect is already feeling.
You can apologize, accept defeat, and cut your losses, writing off the transaction (and the customer, client, or prospect).
Or you can own it, make it right, and turn it into a win.
Today, thanks to a Seth Godin post a few weeks ago, I sat down to watch a live stream of the Boston Philharmonic performing Beethoven’s 9th at Carnegie Hall.
(Conducted by Benjamin Zander, whose TED Talk on the transformative power of classical music is an absolute masterpiece.)
As the hour came and went, the link continued to send me to a dead stream. I didn’t get a reply from the box office until 20 (of 65) minutes had passed.
But, to quote Ludwig himself:
Having expressed my displeasure (before thoroughly enjoying the third and fourth movement), I am now set to get a free future live stream 🙂
That’s better (for them – and me) than a refund (also offered).
Instead of turning me away, cash back in hand, I’m now on their mailing list. And I can’t wait to see what’s next…maybe I’ll design my own classical music subscription series. Who knows?
Feuertrunken,
James
P.S. I thought it would be very (James) Joyce-ian or even (Monthy) Python-esque to just drop the original German with no explanation…but, it just didn’t seem right. Per wikipedia:
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