My First Million
The best business ideas come from noticing what's working and doing it better, faster, or for a different audience.
Fix-It Theory
A customer service framework where fixing mistakes creates higher customer loyalty than perfect service from the start.
How It Works
Provide expected service = 0 points, mess up order = -10 points, but fix mess up fast with extras = +5 points. Net result is customers become advocates.
Components
Accept that mistakes will happen in any service business
Train staff on mistake recovery, not just mistake prevention
Fix problems faster than expected
Add extra value when fixing (freebie, discount, personal attention)
Follow up to ensure satisfaction
Use the experience to build stronger customer relationships
When to Use
When building a service business where mistakes are inevitable and you want to create die-hard customers.
When Not to Use
In high-stakes situations where mistakes can cause serious harm or in businesses where trust is paramount (medical, financial).
Anti-Patterns to Avoid
Example
“A restaurant messes up a customer's order. Instead of just bringing the correct dish, they comp the meal, bring a free dessert, and personally check back multiple times. The customer becomes a regular and tells friends about the amazing service recovery.”
Related Knowledge
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Paul Graham's Animal Test
An entrepreneur evaluation framework that asks: 'Can you describe this person as an animal?