Rectifying Your Mistakes

If you’ve made a mistake with a client, it’s best to fall on your sword as quickly as possible and take responsibility. It’s important for an unhappy customer to feel both heard and validated.  It’s also the first step toward finding common ground regarding potential remedies.  Any focus on deflecting blame will take a toll on your credibility and reputation.  When you know you’re at fault, simply say, “Yes, we made a mistake, and we apologize.  Our performance in this case was clearly not in keeping with our high standards for servicing our customers.”