CEOs – does your CS/CX team screw-up brilliantly?

Team work makes the meme work.

Early in my career, someone gave me this gem: “The best way to keep a customer forever? Screw them over... then fix it with brilliance.”

Of course, the screwing over part isn’t intentional — but let’s be honest, it happens.

Too often, service recovery in tech is treated like a cleanup operation: process-heavy, PR-sanitized, and emotionally flat.

Sure, it might resolve the issue. But does it make the client want to work with you again?

Mistakes Happen. But They’re Not Just "Oops" Moments.

Yes, they’re learning moments. But more than that, they are spotlight moments.Moments to show your client some love. Impress them. Win them back with unexpected brilliance.

You Spent How Much to Get That Client?

The cost of client-acquisition; demand gen, ABM macro and micro campaigns — it’s costly, yet essential. And after all that, what’s your retention strategy? More marketing?

Retention is way cheaper than acquisition. And here’s a secret weapon:

customer service.

I’m not saying companies don’t value customer service. I’m saying they underutilize it as a chance to blow the client’s mind. Because let’s be honest, when something goes wrong, your response is the show.

Ego Is the Enemy of Retention

When we mess up, many of us fall into defense mode. We rationalize. We blame the client. We subtly (or not-so-subtly) explain how it’s not really our fault.

Meanwhile, your client is thinking; “so far, your brilliance didn’t prevent this from happening.”

Exactly. That’s why the fix is humility.

Assume the High Road (Even If the Client Took the Dirt Path)

Maybe the customer skipped the onboarding process. Maybe they handed the implementation to someone with the technical skills of a toaster. Doesn’t matter. It’s now your mess to fix.

And that’s your opportunity.

My clients are B2B tech companies. And let’s face it — tech isn’t emotional like buying an AirFryer. There’s just one emotion when something fails: anger, cranked to eleven.

So be a mensch. Let that be your brand.

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Six Simple Ways to Turn Screw-Ups into Loyalty

1. Respond Fast

   Don’t wait until you have a perfect answer. Let them know you’re on it. Set expectations.

   Time spent waiting for answers breeds rage.

   
   

2. Actually Listen

   Even if you know the problem cold, let the client tell you.

   People love being heard. Just ask a therapist.

   
   

3. Empathize (Seriously)

   Pretend your client is your friend. Feel their frustration. Mirror their concern.

   It doesn’t cost you anything to show empathy.

   
   

4. Strategize Together

   Saying “we got this” is nice. But collaborating on the fix? That’s gold.

   It turns your client from a victim into a partner.

   
   

5. Leverage the Intel

   Every problem reveals something new about your client — processes, politics, priorities.

   Use it. Personalize future touchpoints. That’s how loyalty is earned.

   
   

6. Follow Up

   Don’t ghost. Even after it’s resolved, circle back. Ask how it’s going.

   That post-mortem check-in? It’s where the real bonding happens.

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That’s a Wrap.

Screw up. Go ahead. Sometimes it's not even your fault. Doesn’t matter. Own it. Fix it brilliantly.

Because that’s what makes clients stick around.

Be the reason they stay. Not the reason they left.

-JF