Hi ,
When I was an undergrad, one of my lecturers (a retired insurance industry veteran) shared his observation that customers are
often happier if you made a mistake and fixed the situation than if you'd never made the mistake at all.
Everyone makes mistakes, but accepting them and putting them right sets you apart from the crowd.
As copywriter and friend-of-the-list James Turner said in a recent post:
"When something goes wrong with your offering, you're faced with an opportunity...
You can evade, ignore, or deny it, adding to the frustration your (customer) is already feeling...
Or you can own it, make it right, and turn it into a win."
After all, no one expects you to be perfect.
Here's the thing...
Many people do expect AI to be perfect.
When an automated process makes a decision, people expect it to be right.
This is why it’s doubly important to make things better when AI inevitably does get it wrong.
But what if AI-driven cost cuts lead to the loss of the staff previously responsible for putting things right after mistakes got made?
Well, that's a topic for another day.
Talk again soon,
Dr Genevieve Hayes.
