After reading the Small Business Perspective details located in the Chapter 7: LO 7-10 Disaster Planning Initiatives in the Service Recovery Process section and answer the three questions below.

Impact on Service

Based on your experience and what you just read, answer the following questions.

1. Why do you think that service recovery efforts are often limited in small companies? Explain.
2. What could better prepare employees of small businesses to handle service breakdowns? Explain.
3. If you were an employee of a small business and a customer received the wrong product, what would you do to appease the customer? Explain.