Plant a deep seed of trust – own your mistakes. Humans are, by their very nature, imperfect. We all make mistakes and you may think that stuff-ups can spell disaster for your business – but in reality, it’s how quickly and transparently you react that counts to your client.
There are two ways to respond to a business mistake.
Sweeping it under the carpet is a recipe for disaster. When your client finally pieces the story together, and they will, your reputation and relationship will be in tatters.
Proactively owning up to a mistake is more than calling the client and saying “Opps!”
To turn your mistake into magic you need to do the following:
Assess the damage. Understand what’s happened and why. What impact did your mistake have on your client and how do you stop it happening again?
Get on the phone fast. DO NOT EMAIL. Call. You will need all the rapport in the world. The sincerity in your voice is crucial.
Band-Aid’s don’t fix bullet holes. Be sure your solution matches the size of the damage. It’s the depth of thought, of your new solution, that determines the final outcome.
By proactively stepping up to a mistake and finding a relevant resolution, your client will feel more valued. The relationship you have with them can now be stronger than if you had not made the mistake in the first place.