How do I handle mistakes?

How do I handle mistakes?

We all make mistakes.

But in the age of global 2 way communication, and instant online feedback and sharing, they can be hyper dangerous – just ask Gerald Ratner if you want proof!

So, in this hyper connected age, it’s vital (not important, vital) to have a key set of simple principles to follow, when they occur: and of course, the flip side of all this is that in this hyper connected age, if you get it right, then mistakes well handled can be a massive boost to your reputation and business.

Want to see it done well: have a look at what M&S did when they ‘boobed’.

Before we go into the rules, we must point out that the rules are based on 4 (common sense) principles, that every customer is looking for:

  1. We genuinely care
  2. We consider the customer’s real needs above all else
  3. We focus on continual small changes
  4. We value feedback and act on it

So, here are some rules:

  1. Actively LOOK for boobs: most customers won’t tell you openly (they’ll tell their friends)
  2. See boobs as opportunities to excel, not something to be frightened of
  3. When you find one, apologise immediately (it doesn’t matter whose fault it was)
  4. Ask the customer for their thoughts and opinions empathically
  5. Reflect and agree small actions together
  6. Thank the customer genuinely for bringing this to your attention (if they hadn’t, the world would know about it via social media, but you wouldn’t)
  7. Take the actions
  8. Thank the customer again
  9. Check the customer’s happy
  10. Take a small action to change processes so the boob can’t be repeated

OK: rocket science it ain’t, but also common practice it ain’t. And this is the No 1 cause for problems in reputation and customer loyalty in organisations. Most boobs are small, but all boobs matter to customers.

The answer is actually quite easy:

  1. Embed the principles in your Organisation (this has to be GENUINE or it’s nothing)
  2. Continually train the actions

Then, and only then, boobs will become massive opportunities.

 ‘Sales through Service’ is a proven and powerful set of systems to boost sales whilst also enhancing the customer experience – to receive a free ebook ‘The 7 Deadly Sins of Sales’, please email or visit