Sorry, It’s fixed. Here’s why it won’t happen again.

What to do when we mess up

Mistakes happen, I know I’ve made thousands of them. It’s what you do next that matters.

I was reminded of this concept over the holidays. A member of my team made a small mistake. Nothing dramatic and certainly nothing to get worked up about, but it was a mistake. When I shot her a note to confirm there wasn’t information I was missing her response both surprised and delighted me.

  1. She owned the error immediately.
  2. The error is fixed.
  3. She explained what she’d do to make sure it doesn’t happen again.
  4. She gave me a little context to why the mistake happened.

THAT, folks, is basically a perfect response. So why was it surprising? The fact that this type of reaction – own it, fix it, eliminate recurrence, and context (not blame) is not something I usually see. Continue reading “Sorry, It’s fixed. Here’s why it won’t happen again.”