What is your recovery modus operandi?

June 23, 2010

Nobody’s perfect. An old adage that is time worn, tested and true.

In a service industry like ours, there is a term called “recovery” that deals with the approach to corrective action you take in the face of adversity. First of all, you should never assume you are going to be mistake proof. No matter how much you plan, prepare or prognosticate, we are, at our core: fallible, human.

The key: How, ultimately, we communicate and then correct the inevitable error?

Recently, I was having lunch at one of my favorite Detroit-area restaurants, Bacco, when a member of the staff realized they had made a mistake with my meal. The very minor faux pas was immediately acknowledged, apologized for and, further, the “corrected” fare was provided to me as a carryout. I was, in turn, appreciative and look forward to many return visits.

How Bacco handled things is absolutely how Dover and our property management arm, Paragon Properties, LLC., approach “recovery.” First and foremost, we are very conscientious about how we serve our customers and property residents. Our clients know that we will do whatever it takes to serve them to the greatest extent possible. And, when we do make a mistake, they also know we will communicate to them with transparency (not try to skirt the issue or “cover our tracks”), apologize and inform them as to how the problem is being corrected. (Then, we do what we say we are going to do).

All of this said, we are forever focused on making sure mistakes do not occur and that if and when they do, we are learning from and avoiding them in the future. That, in turn, builds trust, credibility and a reputation of integrity—vital components for retaining and attracting residents and customers.