Sh^t happens
Let’s face it, we all make mistakes. Whether business or personal, there are times when we make the wrong call and get something wrong. Rarely, in the world of sales and business development are mistakes final or the type which cannot be rectified.
However, how we handle our missteps can make or break our success. This week, we focus on three simple yet essential actions when you make a mistake—own it, fix it, and learn from it. Enjoy.
#1. Own it
Whether it’s a missed deadline, wrong information, or a client misunderstanding, be upfront. Trying to brush a mistake under the carpet will only makes things worse. FACT. In the fast-paced world of sales and marketing, the best approach is to face a situation head-on. A quick and honest admission shows integrity and builds trust, which is crucial in maintaining strong client relationships. Avoid starting a blame game with other teams and trying to pass the responsibility for the mistake onto others.
Once the mistake has been identified, act quickly. Call your customer (this is not a time to hide behind emails), explain what has happened and what you plan to do to resolve the situation.
#2. Fix it
After owning up, it’s time to put things right. Offer a clear plan for resolution and act swiftly. Customers appreciate solutions, not excuses. Ramp up the comms – make sure to check in with the customer at regular intervals, ensuring that they are comfortable with your resolutions approach and the progress being made. The quicker and more effectively you can resolve an issue, the more confidence the customer will have in your ability to handle future challenges.
#3. Learn from it
Once the situation has been resolved to the customers satisfaction, take a moment to reflect. What went wrong, and why? Was it a process issue, or a lapse in communication? Make a note of the mistake and the solution for future reference. Share it with your team to prevent similar mistakes in the future. Every slip-up is a learning opportunity if you use it wisely.
Mistakes are inevitable but how we handle them is what counts. Be honest, be proactive, and above all, make sure you learn from the experience!
“Mistakes are a fact of life. It is the response to error that counts”
Nikki Giovanni
