"Why did this happen?"
Lesley Mottla, executive VP of product and member experience of Zipcar, knows this question--a question that no business executive wants to hear, but certainly will.
So how do you respond to tough questions when a service has gone wrong? Be frank, according to Mottla, and then work to fix the problem.
"What I try to do is just be very very transparent and honest with them," she says. "I obviously apologize profusely and try to do what I can do to make that situation right."
"My role is to get people together to figure out how to design that problem out of our service. And so I tell them very honestly what I'm going to do about it. If it is a problem that we caused, I acknowledge it."