By: Cindy Solomon

Cindy Solomon — Thu, 22 Mar 2018 14:58:08 +0000

I can testify that a sincere apology when your company screws up is invaluable. I’ve been with my healthcare company for over 25 years (long before the internet) and, at one point in this journey, I was account manager for hundreds of clients. I always told my staff that if they KNEW I was going to get an angry call from someone, I wanted to hear from them before my phone rang (surprises are for Christmas and birthdays). I would approach the client, tell them what I heard, apologize and state whatever steps I would be taking to prevent said incident from happening again. Fast forward 12 years when I received a call from the current account manager. She was amazed how many people still remembered me. The comment she heard most often was “while XXXXXXXX wasn’t perfect, we knew that CJ would always be up front when problems did occur. She would call us before we knew there had been an issue knowing that we might never even find out about it! That’s why we are still clients 12 years later.” This is one of the most cherished compliments of my career.

Comments on: How to Combat Negative Social Media and Google Reviews

By: Cindy Solomon