When something goes wrong, Americans expect more than just a fix — they expect the relationship to be repaired. Solving the technical problem is necessary but not sufficient. The service provider is also expected to acknowledge the failure, empathize with the frustration, take responsibility, and make a gesture that demonstrates genuine commitment to the relationship.
A service failure handled well — with empathy, speed, and generous resolution — can actually make the relationship stronger than before. A failure handled poorly — with defensiveness, delay, or minimal effort — compounds the damage and may end the relationship permanently.
When managing service failures with American clients, lead with empathy and ownership before moving to the technical fix. Show them you understand the impact, take personal responsibility, and then resolve the issue thoroughly.
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