Jesse Lipson

How to make customers happy that you screwed up

Written by on July 25, 2013 in Customer Service - No comments

In his second blog post on customer service, Jesse Lipson says excellent customer service requires more than just solving a customer’s problem. The real challenge — and the key to building loyalty — is making a customer happier than they would have been if the problem had never occurred. And the key to that is empowering employees to go above and beyond.

“A huge component of excellent problem resolution is empowering your employees to solve customer problems, no matter the cost,” Lipson writes. “Many employees fear getting into trouble for giving too much away to a customer, so they are stingy with their service.”

Read more at and follow Lipson’s weekly posts at

About the Author

Melinda Vaughn is the senior manager of content at Citrix, where she leads the content team in writing for a wide variety of marketing initiatives and helps develop and build the all of the Citrix brands, including ShareFile. She worked in higher education communications for 15 years before joining Citrix.