A core element to great customer service is a recovery strategy. It’s how you react to those times when, inevitably, your business makes a mistake. Often, businesses do the bare minimum to assuage their customers, when in fact they could and should go above and beyond to fix the error; which will help markedly in a creating a positive impression. That’s according to entrepreneur Roy Osing. He calls it the ‘recovery strategy’ – done well, customers will not only stick with you, they’ll also tell others about you.