Free workbook
The Recovery Playbook
Picture the wrong email going out to your whole list. Who sends the next one, and what does it say? Decide now, while nothing is on fire.
Ask yourself first
- If something broke tonight, how would you find out?
- How fast would the first message go out?
- Who can approve a refund or a gesture without asking anyone else?
When to use it
Use it before you need it. Every store eventually has a late shipment, a wrong item or a send that should not have gone out. How you handle the mistake is often remembered longer than the mistake itself.
What is in the workbook
- Situations and response times. What could go wrong, how you would find out, and how fast you will send the first message.
- Message kit. A subject pattern and the must-haves and must-nots for each situation.
- Action plan. Drafts, alerts and approvals, with owners and dates.
How to use it
- List the situations that could happen to your store.
- Say how you would find out about each one.
- Set a time limit for the first message.
- Draft the message kit in your own voice.
- Name who approves a refund or a gesture, and review after every incident.
Common mistakes
- Waiting for all the facts before saying anything.
- Leading with a discount instead of a fix.
- Writing the message in the middle of the problem.
Questions people ask
What makes a good recovery message?
It says what happened, owns it, says what you are doing and gives one clear next step.
Should I offer a discount?
Fix the problem first. Decide on a gesture afterward, and agree in advance who can approve it.
What should I use next?
The Reply Loop turns the replies you get during a problem into lasting fixes. See all fourteen workbooks.
Curious what we would find?
Run the free scan, or book a call and we will build your kit together.