Keep customers and turn possible plaintiffs into PR teams for you

Dealing with a problem or a possible lawsuit is good customer service. Just keep it as customer service.

This article describes a major problem that Zipcar founder Robin Chase discovered and how she dealt with it.

Zipcar (Photo credit: Wikipedia)

Basically, she found out that she had screwed up her pricing and had to increase her prices by 25%. She was panicked that she would lose this new company because her customers would leave. She sent out an email carefully explaining that she had screwed up, apologized and waited.

The next day she went to work not knowing if she would have any customers.

When I opened the door to the office, one of the employees flashed me the thumbs-up. We had 21 replies. Nineteen of them said, “You know, we thought it was way too cheap. We love the service–don’t worry about it.” Two people wrote angry letters. I called both, apologized, and explained that the company could not survive at those prices. Neither one quit. One even went on to become one of our biggest champions and did a lot of PR for us.

Think about it, a phone call took a mad customer and turned them into a champion for your business.

Zipcar is a success, now owned by Avis and so is Robin Chase!

This same issue works for injured people at your recreation program. Nothing changes when a guest is injured that they are now plaintiffs. If they have not changed, then why should we change or change how we deal with them.

1.   Immediately deal with the problem.

2.   Immediately solve the problem if you can.

3.   If you can’t solve the problem, solve all the little irritating issues that you can.

4.   Be honest

5.   Don’ run away, don’t hide, don’t pass on the problem.

Deal with it!

See Robin Chase: How I Survived a Huge Screw-up

More ideas on dealing with disasters

10 Signs of Great Risk Management               http://rec-law.us/sUzpHT

7 Mistakes Made by People who are called Defendant       http://rec-law.us/stli09

Crisis Response                                           http://rec-law.us/ul6Nrl

Reasons Why People Sue                              http://rec-law.us/uZ5RKR

Ten Commandments of Dealing with People in a Crisis       http://rec-law.us/KoI8Xo

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By Recreation Law  Rec-law@recreation-law.com      James H. Moss         Jim Moss

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