Business Success Tip #8 - Own Your Mistakes
Published on 20 Aug 2007 at 3:41 pm.
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Filed under Business Development, Feature Articles.
Last week I had a specific printing job and I called my neighborhood Staples. I had emailed a file directly to them and I needed to verify the prices for color copying and letter size printing to place the order. When I hung up the phone, I felt very good about the entire transaction. The woman I spoke with (I’ll call Mary) seemed professional and knowledgeable.
When I went to pick up the order several hours later they were pretty busy. Mary was helping another customer with a complicated order and was able to break away for a minute to hand me the copies. When I arrived at the register, she had forgotten to include the bill and the manager, who was on hand, went over to Mary for the order total.
You can imagine my surprise when the bill rang up quadruple the amount I was originally quoted. The manager honored the price I expected to pay which was the best choice to insure customer (my) continued patronage.
When I got home, I contacted Mary to find out was happened. In fact, I made two attempts to speak with her and requested a response from her. Nothing. No response at all. I suspect the reason for her silence is that she fears conflict. If she had come back to me and said, “I goofed. I’m sorry for the mistake”. That would have been that. We’re human and we all mistakes! Instead, by doing nothing, my impression is not very high.
How about you?
Do you avoid conflict?
Do you fear making mistakes?
When you do make a mistake, do you handle it? Make excuses? Head for the hills? Blame someone or something else?
Your reputation speaks volumes. It’s your brand in the marketplace and in your life. If authenticity and integrity are values for you, then owning your mistakes and showing up to make amends (if needed) is critical. One glowing testimonial can bring you loads of clients and opportunities. One unhappy person will go out and tell at least 15 people who will spread the word. People talk.
Now, I’ll still do business at Staples. And I will remember Mary.
I learned a long time ago that building a strong reputation was important. When I make a mistake, I own it even when I’m cringing.
People will respect you more when you fess up than when you try to cover things up and pass the buck. They will see you as a person who is real and ready to make things right. And, if you learn from your mistakes, folks will get a much better YOU!
How do you want to be known?
