I know it’s hard, but say the words aloud with me, “I made a mistake.” Too hard? Try this one, “I was wrong.”
See, nothing happened! You’re still alive, nobody is staring and the world continues to revolve just as it always has. Fear of admitting mistakesÂ is one of those impulses that’s as counterproductive in business as it isÂ in everydayÂ life. The truth is, everyone makes mistakes. Businesses included. And when that inevitable mistakeÂ happens, how you handle it says a lot about your business. It also decides if you keepÂ a relationship with the customer going forward. Or if the personÂ is so blazingly angry they share the experience with every single person they know, online and off.
That’s not good for your reputation. Or for business.
Rather than going on as if bad things won’t happen, take some time to think about what happens when they do. Plan what you’ll do and be sure and talk to your staff about these plans, they’ll take their cue from you. Reassure employees that mistakes will not cost a job or reflect badly on them, and that acknowledging something’s wrongÂ and moving forward are what you consider valuable. Lead by example. Be approachable.
There are no shortage of ways to handle mistakes with your customers, and a lot depends on your business and industry. No matter what, common sense is a good guide to handling mistakes.
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