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.
- She owned the error immediately.
- The error is fixed.
- She explained what she’d do to make sure it doesn’t happen again.
- 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.”