What To Do When You Fuck Up With Customer Service

Lately I’ve been noticing an epidemic of businesses that are great at selling, but then really crappy when it comes to the customer experience.

It seems that once they have your sale, they forget all about you! I’m sure you can think of a few companies like this too.

One of my first businesses did customer experience auditing for huge mobile and communications companies. Doing these audits, I learned so much about what it takes to make a customer feel seen and heard and valued.

The few who got it right taught me a lot about what I could do in my own business, and the many who got it wrong taught me even more.

When your business is going through a period of major growth, it’s easy to get overwhelmed by the number of customers who need your support – believe me, we’ve all been there.

And if you are currently in a situation where you feel like your customers aren’t getting the level of service they deserve, this episode of She Takes on the World TV is for you.

In today’s episode I’m going to show you how to turn around a customer service fuck-up and create an amazing experience for your customers instead.

I’ll share:

  • The time when I held back my business growth – on purpose – and how it made all the difference
  • My 3-step plan to setting things right when you’ve screwed up on customer service
  • Why touch points are at the core of a great customer experience


For my team and me, customer experience is our top priority and one of our biggest investments.

We allocate funds that could go towards growing our list more or having a bigger launch and higher sales, and allocate them to the happiness of our customers instead. I would rather have fewer over-the-moon happy customers than more who are not satisfied, and now we always look for big – and small – ways to wow.

My actionable for you this week is to make ONE improvement when it comes to the customer experience you’re providing.

This could be drawing out a new customer support system, or creating a new touch point to build the relationship with a new customer. And let me know what that’s going to be in a comment below.


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I’m so excited to let you know my newest book, The Conquer Kit, a creative business planner for women entrepreneurs, is now available through the Tarcher Perigee Imprint of Penguin Random House.

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You’ll sketch, scribble, glue, tape, and write all over its journal-style pages, while developing an airtight business plan with proven strategies and systems for success.

This is the same method that I use myself, and it’s a far cry from the traditional business plans that induce eye rolls and tears of boredom; yet it’s incredibly effective — the first year I used it, I doubled my annual revenue!

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Cosmic hugs,

Natalie MacNeil's Signature

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1 thought on “What To Do When You Fuck Up With Customer Service

  1. Natalie, such great advice…the #SBZteam is always looking to improve our customer experience 🙂
    Especially love that you dropped the FBomb xo

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