Question

Describe a time when a company failed you in their service delivery then recovered well.

• How did the company fail you?
• How upset were you when the problem first happened?
• What did they do to recover? How did you feel after the recovery process?
• Did your loyalty toward the company change?
• If they failed a second time, do you think you would remain loyal?

Answer 1

I would like to explain an incident which had happend with me almost 1 year back. On New Year Eve 2019. I ordered two pizzas for home delivery. The order was placed at 7 o'clock and they assured as per their committmnet to deliver the pizzas by 7:30. I waited till 8 o'clock but nothing was delivered. So I called them again at 8 to confirm the status of my order. They representative apologised due to heavy rush and again assured me that it would be delivered by 8:30 for sure. But to my dismay, it was not delivered till 9 o'clock. I was highly disappointed as it spoiled my entire program and made some alternate arrangement. The pizza hut representative called me at 9:30 that they are unable to do the home delivery due to heavy rush of walk in customers. It was a highly disppointing scenario for me and I decided not to order anything from Pizza Hut in future.

To my surprise, I received a call from Customer service Head of Pizza Hut on 1st January. He first apologised deeply because of their inability to deliver my order the previous day. Additionally, he offered me to deliver my order the same day and that too free of cost. He mentioned that the cost would be borne by them as it had caused inconvenience to their esteemed customers. Along with the free order of the pizzas, I also received an apology message and it made me highly delighted.

As I was highly delighted, so I decided to continue with Pizza Hut and so far remained a loyal customer of the same Pizza Hut.

But if they failed a second time, I would probably get dissatisfied and stop remaining loyal with them.