Turning a Customer Mistake Into a Loyalty-Generating Moment.

In 2025, poor customer service is no longer just a standard—it's a deliberate corporate strategy. A recent article in The Atlantic exposes "sludge" tactics designed to make customers give up.

However, if you're running a business, especially in media or entertainment, as we're at HINESight, this is your opportunity to rise above.

Inspired by Will Guidara's Unreasonable Hospitality, we created a short reel that outlines the three most impactful ways to recover from a mistake with a client or customer:

Acknowledge the Mistake – Don't deflect. Customers are smarter than that.
Overdeliver – Replace the product, refund the fee, throw in a surprise.
Make it Personal – Know their favorite coffee? Send it. Know they love a local taco spot? Gift card.

Is it just customer service, or is it about genuinely caring for the person you are doing business with?

It's brand-building gold. In a world where service is declining, your kindness is a power play. Share this with your team. Make it part of your company culture.

Be remembered for how you made people feel, especially after a mess-up. And if you haven't yet, read or listen to Unreasonable Hospitality—it's a game changer for anyone in business.

 #HINESightInsights, #HINESightEntertainment, #HINESightMarketing, #OrangeCountyBusiness, #BusinessStrategy, #HospitalityWins, #FixItLikeAPro