Your reputation for service relies on the whole customer experience and therefore the day to day activities of each and every one of your employees.
Don’t believe that by offering great service you can avoid ever having to say sorry – it is an inevitable fact of human nature that at some point something will go wrong or a mistake will be made. Saying sorry is an essential for every businesses customer service toolkit.
It’s wierd how some things just stick in your memory – Aida is one of those things. Or should I say AIDA because of course AIDA is not a person it’s a marketing acronym that describes the steps prospective customers go through before deciding to buy.
In fact AIDA is considered pretty old fashioned these days and has been updated by for instance AISDALSLove as it includes the importance of customer satisfaction and experience in winning repeat business and referrals.