Throwback Thursday

Here we share insight on how we handled a…gulp… really big mistake. We employ this method to this day when we make mistakes, and offer this process to you as our testament to honesty. Enjoy!

10 Steps to Handle a Mistake

Last week we recognized that a big mistake was made. It was a mistake many eyes missed for months. After catching it we couldn’t believe it happened. The multiple reviews in our process should have caught it. The mistake is going to hit our bottom line and our client’s. It is painful.

I was told about the mistake on a Friday. By Wednesday we were ready to tell our client with solutions in mind. Here are the steps we took to handle this error.

1. Recognize the mistake.

2. Don’t cry over spilled milk. Move on and take action.

3. Gather our team to brainstorm the best possible solutions.

4. Present the mistake to our client as quickly as possible.

5. Don’t make excuses, place blame or try to get out of it.

6. Approach all conversations with honesty and integrity.

7. Present the problem to the client.

8. Present the client with possible solutions.

9. Let the client know they are our partners and we are in this for the long haul.

10. Our goal is to maintain the relationship through this hardship.

The phone call to the client was emotionally difficult for my team. Yet approaching things head on is our style. Our client jumped right in and started discussing solutions.  They are wonderful clients. We are all moving forward to solve the problem as quickly as possible. There is no finger pointing or blame. We are accountable and direct. We believe this is the best way to handle difficult problems and situations.

How do you handle mistakes?

“Mistakes are the portals of discovery.” –James Joyce