A florist had promised to have the bridal flowers delivered to the wedding rehearsal dinner by 6 p.m. Because of vehicle problems, the flowers did not arrive until the meal was nearly over and the bride and her mother were very upset. To show how sorry he was for the poor service, the florist put extra flowers in the bridal bouquet and gave each mother and grandmother a free orchid corsage. The bride and her mother were extremely pleased with the extra flowers and have recommended the florist to a number of their friends. The florist is wondering if he shouldn't deliberately underdeliver other jobs, compensate the consumer with some upgrade and benefit from even more positive feedback. The florist is responding to the:

Question

Quizplus · Accepted Answer

The florist is responding to the recovery paradox, which is when a service provider creates a more positive impression with their customer by correcting a service failure than if the failure had never happened in the first place. However, deliberately underdelivering on other jobs is not a good business strategy as it can damage the florist's reputation in the long run. The florist should focus on providing excellent service consistently rather than relying on compensating for poor service.

A Florist Had Promised to Have the Bridal Flowers Delivered