Let’s say a beautiful woman has agreed to go out on a date with you. You made reservation at a fancy restaurant, and told her to meet you there at 7:00 pm. Except something went wrong — you messed up the dates. She waited for you for 3 hours, but you never showed. When she calls you up the next day. What’s the first thing you say? You apologize, obviously. Then you ask her to give you a second chance and she agreed.
Now question for you: for the second date, do you do everything you planned on your first date? Of course not. Because guess what? You have made a terrible first impression, and the time she spent waiting for you is gone, forever, not coming back. What you should do is everything you planned on your first date plus a little extra to make up for your mistake.
Hint: your customer service should treat every customer who calls you because of a defective product as if you are on the second date.
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