Daily Archives: July 9, 2012

How to turn mistakes into audience development gold

On Sunday our family went out to breakfast. We enjoy going to the local diner, Lucky’s, where they are starting to get to know us. It was a very busy morning for them, and we ended up waiting a long time for someone to take our order.

After the meal, one of the waitresses brought our bill, and she let us know that the drinks were taken off due to the wait.

Now, we had not complained or asked for any compensation. They automatically did something nice for us to thank us for understanding. I simply said, “Wow! I have to write about this!”

Can you imagine if every business were to go the extra mile after recognizing on their own that they dropped the ball on service? What would your audience members think if you automatically made amends for any interruption of stellar service?

I was amazed after this transaction, and I am sure your audiences will be too. So the next time you know you made a mistake, make an effort to make it up to your audiences before they complain. You will now be on the side of impeccable customer service with the probability of turning your mistake into positive word of mouth, or in other words, audience development gold!

Cheers to happy and loyal audiences,


Shoshana Fanizza

Audience Development Specialists



“Never treat your audience as customers, always as partners.”
~James Stewart

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