Michael Jordan's Weblog

A few postings ago (service recovery concept, @Guckenheimer) I wrote about the important customer loyalty-improving opportunity that comes at the time when a company screws up, then fixes it. Research has been done showing that effective recovery from failure can drive loyalty higher than never having failed.

Recently, Peet's Coffee & Tea Company accidentally merged my online account with someone else's and, presto, a $60 coffee order showed up on my credit card. I felt like I'd just taken a sip from an old cup of joe (maybe with a cigarette butt in it).

Once the situation was brought to their attention, Peet's worked quickly to brew a solution to the problem and promptly dispensed an order of my favorite beans. Their service recovery process was smoothe like a french roast, and I'm still feeling good about the company.