Service Recovery Kit
What to say when a job goes wrong. Phone scripts, apology letters, and a follow-up checklist to help you win the customer back.
Word
Every business has a bad day. A tech shows up late. A repair doesn't hold. Something gets scratched. What matters most is what you do next. This kit gives you the words.
The 4 steps
Let the customer finish. Don't explain or defend yet.
Say what went wrong in plain words. Say sorry once, and mean it.
Tell them exactly what you'll do and when.
Check back after the fix. This is the step most businesses skip.
A phone script: when you're late or missed the visit
"Hi [Name], this is [Your Name] from [Business]. I'm calling because we missed your appointment today. That's on us, and I'm sorry. I know you planned your day around it. I can get someone out [day/time]. Does that work for you?"
The full kit has scripts for four more problems: a fix that didn't hold, damage, a wrong bill, and a rude team member. It also has three apology letters and a follow-up checklist.
What to offer
- Small problem (a little late, small mix-up): a sincere sorry and a quick fix.
- Medium problem (callback, wasted time): free return visit, waived trip fee, or a credit on the next service.
- Big problem (damage, repeat failures): pay for the repair, refund part or all of the job.
Rule: never ask for a good review in return for a fix or a credit. Fix it because it's right.
Don'ts
- Don't blame the customer, a coworker, or "the system."
- Don't say "sorry if you were upset." Say "sorry we [did the thing]."
- Don't promise a time you can't keep.
- Don't argue in writing. Call instead.
Got a bad review about it too? Review Responses helps you write a calm reply.
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