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So if you are in the service industry, as a marketer, you always need some kind of service recovery plan.
所以如果你在服务行业，作为一个市场营销人员，你一直都需要某种服务补救方案。
Your plan must be in place before a failure occurs and it must also be communicated promptly to everyone in your organization who deals with customers so they’ll know what to do.
你的方案必须在一个失败发生之前就位，而且你必须迅速跟团队中每一个与顾客打交道的人沟通这个方案，这样他们就知道该怎么做了。
Service recovery encompasses all the actions taken to get a disappointed customer back to, uh, well, back to a state of satisfaction.
服务补救要包含为了令一位失望的顾客重新回到满意状态而采取的所有行动。
So if your car rental agency couldn’t provide the size car your customer wanted, but your policy is to provide a roomier car for the same price.
所以如果你的汽车租赁公司无法提供顾客想要的车型，但是你们的政策是可以用相同的价格提供一辆更宽敞的车。
You customer would probably be happy, might even restore his faith in your company.
你的顾客可能会很满意，甚至也许会重塑他对你公司的信任。
Research has in fact identified service recovery as a significant determinant of customer loyalty.
实际上，研究将服务补救确定为带来顾客忠诚度的一个重要的决定因素。
I see what you mean. Every year, my family goes on vacation together.
我知道你什么意思。每年我的家人都会一起去度假。
And a few summers ago, when we were in Chicago, it was really really hot. And guess what?
几年前的夏天，我们去了芝加哥，那里非常非常热，而且你猜怎么的？
The hotel’s air conditioning broke and everyone was complaining.
旅馆的空调坏了，每个人都在投诉。
What the hotel did...they actually didn’t charge anybody for that weekend.
旅馆做的是......他们真的那个周末一分钱都没收。
But the funny thing is that even though we had that horrible experience at that hotel, because they were so quick to appease us,
但是搞笑的是，即使我们在那个旅馆有了那么糟糕的体验，但是因为他们很迅速地对我们做出了安抚，
we usually stay at that same hotel every time we go to Chicago.
我们每次去芝加哥的时候通常还是会住在那家旅馆。
