I told you that story to tell you this one.

Clearly, we’ve become a nation of people and companies that fail to take responsibility for our actions. My gut tells me that had United done this early (per Dale Carnegie‘s advice), they might have a raving fan instead.

Mistakes happen. Dealing with customers’ complaints quickly, honestly, empathetically, and making the situation right, gives businesses an opportunity to have a customer for life.

How do you handled failed customer experiences? Have you been on the receiving end of a customer story nightmare, either dealt with favorably or unfavorably?

Please leave your story in the comments section.