Turn Upset Customers Around! with the MAMA (tm) Method for Service Recovery

  • 1 August 2021
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Having a service recovery framework is important because, even in the best of times, it’s hard for most of us to improvise entirely from scratch without a structure to guide us and upon which to fall back. And a situation that calls for service recovery is, by definition, far from the best of times. When things haven’t gone smoothly and a customer is upset, employees are likely to feel embarrassed, or defensive, or put-upon, or angry—or all of these at once. With so much emotion flying around, it’s hard for even the most seasoned and even-tempered customer service professionals to do their best.

All great customer-focused organizations have one, and they tend to form a mnemonic for easy recall under the gun. For example: Marriott’s spells LEARN; Starbucks’, quite adorably, spells LATTE.

If your organization hasn’t already committed to a different service recovery system, let me offer you my own four-step MAMA service recovery framework. I expect it will stand you in good stead.

 

[NOTE: Here’s a resource for community members: If you’d like a free, standalone, printable copy of the four-step MAMA  service recovery approach, let me know by email at mama@micahsolomon.com and I’ll hook you up.]

 

The MAMA Method for Customer Service Recovery

Here are the four steps to take when responding to a customer who is upset about a service failure:

 

Make time to listen

Acknowledge and apologize

(have a) Meeting of Minds

Act! And Follow Up

 

Step 1: Make time to listen

• Immediately stop whatever you’re doing.

• Listen with your ears, your eyes, and your body. Don’t interrupt the customer with questions or explanations.

•Only after listening quietly, strive to learn more about the situation by probing for what the customer is specifically upset about.

 

Step 2: Acknowledge and Apologize

• Acknowledge the situation and, if an apology is called for (by which I mean the customer feels an apology is warranted, not necessarily that you do), apologize sincerely.

• Even if you have no reason to feel that you’re at fault, you should convey to the customer that you recognize and regret what they’ve gone through.

• Be sure to make it a real apology and not a fakey-fake apology, like “I’m sorry if you feel that way.” (Delivering a bogus apology like that one, through gritted teeth, is probably worse than not apologizing and all.)

 

Step 3: (have a) Meeting of Minds

• Strive to align yourself to the customer’s expectations for what a solution would look like, and work from there to determine what would both be acceptable to them and would be practical (or even possible) for you to pull off. (In doing this, continue to include your customer in the process of developing this solution, and  strive to be open to a different vision emerging at this point of what a successful solution may be–one that may never even have occurred to you.) 

• Once you have a match, spell out the agreed-on solution, as you understand it. 

• Commit to exactly what you will do to resolve the issue, and by when. 

 

Step 4: Act! And Follow Up

• Take care of the issue as promised.

• Follow up with anyone to whom you’ve assigned all or part of the resolution.

• Follow up with the customer to ensure all is well.

• Later on, examine what went wrong with an eye toward identifying negative patterns, systemic issues, and chokepoints (for example, repeated complaints of long lines on Tuesday afternoons or of a website that loads slowly, but only on weekend nights), and strive to learn from the error, using this new knowledge, where applicable, to refine future company operations and training.

 

Micah Solomon 

Featured Influencer

Author • ​Forbes Senior Contributor • Customer Service Consultant

President and CEO, Four Aces Inc. 

484-343-5881

Click here to chat live with Micah

micah@micahsolomon.com • micahsolomon.com 

 
 
 

2 replies

This is very helpful! Thanks @Micah Solomon 

Love the mnemonic for Starbucks: LATTE. What does it spell out?

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Starbucks’ LATTE stand for Listen, Acknowledge, Thank, Take Action, Explain

Marriott’s service recovery mnemonic,LEARN, stands for Listen, Empathize, Apologize, React, Notify. 

and my MAMA service recovery framework consists of 

Make time to listen

Acknowledge and apologize

(have a) Meeting of Minds

Act! And Follow Up

Here’s a video training from me on MAMA: 

https://vimeo.com/502631838

 

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