We all make them. Regardless of how hard you plan, prepare and work, part of being human is dropping the ball – in life and in business.
Those mistakes won’t kill your business but how you handle them will create a lasting impression.
Last year I learnt a valuable lesson in communication – thanks to some crossed wires, my client was sat waiting for me in their London office and I was on a train heading North. I was nearly at Manchester before I received the text message asking where I was.
I was mortified.
I was also dog tired.
I knew that my client was understanding and if I simply apologised he would be temporarily frustrated but it wouldn’t put our relationship at risk.
I sat there for a moment and thought about what I wanted to do. It felt like a defining moment for my business, this would set a precedent for how I handle mistakes – in their eyes and my own.
So, did I apologise and carry on back home to bed? Hell no. I got my ass on a train back to London.
I wanted to not only make it right but make it better. I wanted to show my client that I valued their time and my commitments.
Client happiness isn’t just about the quality of the work delivered but the quality of the experience. And how a client feels about working with me is just as important to me as the work we do together.
Mistakes will happen but when they do we have an opportunity to show what we’re really about.
Large business or small, when we drop the ball, all we really have to do is show we care.
(I’m not a fan of fast food chains but I am a fan of the KFC communications after their recent FCK up. A bit of humour and a big apology went a long way.)