WEEKLY FOCUS
One famous CEO in America would always ask job candidates about the “Biggest mistake that they had ever made in business”! Those that replied “Never” found the interview unceremoniously ended there and then!
OK…So mistakes can and do happen- and in all shapes & sizes! But what next? Let’s outline a few simple steps
You won’t be the first to make a mistake, and you won’t be the last! And while you may not wish to hear this, this will very likely not be your final mistake. So once you have recognised that something has gone wrong, calm down, take some deep breaths and don’t dwell or spend time “beating yourself up”. Get ready to react and start to move on.
Very few mistakes have any serious consequence…In fact 90% of the things that we worry about never materialise! So try to relax and don’t blow things out of proportion. It’s also fair to say that some mistakes even go unnoticed by others!
Initially consider the implications of your mistake…The worst case scenario and what initial actions you should take.
What do you now need to do and who do you need to contact or speak with? People are always willing to help, particularly where you react swiftly.
If the mistake requires an apology, do that…But not in a way that means that you grovel cap in hand or exaggerate the apology. The same people will have also made mistakes…Maybe even the same one! And remember…
- Mistakes are also a great learning opportunity
- Research has shown that customers tend to be more loyal where mistakes have happened…BUT…Providing you react quickly and then properly correct and make amends. It’s one of the best ways for them to truly measure your service levels…Yes…Even after a complaint!
- If the mistake was due to processes, review and speak with others to correct the issue
Anonymous