121 Damage Control: When You Screw Up a Customer Order

August 18, 2021 by Corinna

How often do you screw up a customer order?

For us, it’s about 2 times per week. I used to dread these moments. I felt like I was a failure, and it always seemed like I lost ground with my client.

Fast forward years later, and I now realize that mistakes are going to happen. How we respond to those mistakes, though, can make a huge difference to our brand’s reputation.

In fact, I believe we can use mistakes to increase customer retention.

Hold the phone? Say what?!

Yes.

In this podcast, I talk about how I’ve been experimenting with a new damage control response that is turning those customer “moments of misery” into “moments of magic.”

Maybe making mistakes isn’t so bad after all?…

Hit play and let’s get started!

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Some of the resources mentioned in this episode:

- - Follow me on Instagram @mydigitalfarmer to get a daily marketing and farm business tip.
  - Find my Facebook group for farmers! I jump in here every month to teach farmers tips and fundamentals of marketing.
  - Amaze Every Customer Every Time by Shep Hyken – I reference this book in the podcast.
  - LocalLine – This is my e-commerce platform for our farm. Their store credit feature is my default customer service tool. If you want to check out their platform, use my affiliate link, and get one premium feature for free.

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My hope is to feature guests periodically on the show. If you know someone who is innovating in the area of marketing as a farmer, please send me an email at corinna@mydigitalfarmer.com.

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121 Damage Control: When You Screw Up a Customer Order