Decide: What Should Happen First After a Detractor Alert?
Choose the strongest first move after a detractor response arrives and explain why reactive alternatives are weaker.
DETRACTOR ALERT A strategic account gives NPS 3 and says they are being bounced between support and implementation teams. What should happen first? Have the accountable owner call quickly, acknowledge the pain, and map the customer’s exact handoff path before promising fixes. Strong move. It combines speed with diagnosis and keeps the company from solving the wrong problem. Send a goodwill gift immediately so the customer feels appreciated while the internal teams sort things out later. Weaker move. It softens emotion but leaves the handoff failure untouched and can feel transactional if nothing changes. Wait for the next month of…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in