I’m sure you know the old saying “The customer is always right,” and you also probably know that sometimes that’s just not the case. Other times, the customer really is right, or we’ve made a mistake and need to find some way to not only admit it, but to also make amends to our customers and clients. I’m of the opinion that the best route to take is to be direct, proactive and admit when we’ve made mistakes!
I’m sure we’ve all been there–you’ve missed a deadline, or accidentally submitted a draft instead of the polished piece; or maybe you’ve messed up a customer’s ordered, charged the wrong amount, or some other human error has played itself out in your organized business world. The best thing to do is to come clean as soon as possible, take responsibility and see what you can do to fix the problem. I always find that people who take responsibility for things instead of making excuses or passing blame are far more impressive and trustworthy. I’m really dazzled when an individual finds and claims a mistake or error before I’ve even had a chance to notice it (someone corrects me if I’ve given too much change, etc.)!
I think this is a tough one because we’re all working so hard to do a good job, and we certainly don’t want our businesses or ourselves to get a reputation for being shoddy or error-ridden. But, I’m of the belief that it’s not making mistakes that is the problem, it’s being afraid to step forward and make corrections. We all make mistakes, it’s in the admitting and amends that we can differentiate ourselves from the pack.
When making an apology, it’s best to be direct and genuine and not only claim responsibility, but offer a solution or a way to make things better: “John, I’m sorry I gave you the wrong product. I’d like to replace it with the correct product and offer you an addition 50% off your next purchase.” This is genuine, apologetic and proactive in fixing the problem and amending the relationship. I think if we remember that even though we’re running a business, it is still all about relationships. A genuine and honorable apology can be very good business.