I was recently reminded of the correct way to take care of personal business in an error when I went to correct errors in ads for the client. To correct the errors in the result of both his and my negligence graphic designer. For me personally it was a case of too many deadlines crash at the same time (I was going on vacation), too much interference (children visiting from outside the country), and too much space in my graphic designer to do it well. I do not blame my graphic designer. I have an Account Executive and Artistic Director, directs the project, and I'm the one that should ensure that all messages that you have turned off customers exactly what they expect.
I knew that before the leaves in the streets that the ads contained errors. It 's always the moment when you realize you've made a mistake, and this is a moral turning point. It 'is the moment when you pull up your big girl (or boy) panties and proactively address the situation, start looking around the goat landscape; start working on the cover of a lie, or leave the head in the sand and hope nobody notices what happened. (Of course, I decided to take a proactive way.)
Some of them affected the error (client, employer, coworker, suppliers, etc) or what the consequences were the result of error, here are some steps the next time you're wrong business royalty.
Act quickly. Apology seems forced, when an error becomes known throughout the world. Take the High Road - as soon as you notice an error, to communicate with those who are affected by it.
If possible, apologize in person. Someone very wise encouraged me to do years ago when I was in a similar situation. It 'much more difficult than sending an e-mail, but to show your sincere apology, and the strength of your character. When the people must apologize for not coming on, the call is better than e-mail. However, if you will forgive a large group, sometimes e-mail is really the best solution.
Explain what happened without blaming others. A full explanation is important because we can not make a positive change if we do not understand what really happened. Try to stick to the facts, especially if others are worried. Sometimes the actions of others to play in front of a situation that ultimately your fault. Full responsibility and resist the temptation of a finger.
Make sure that you take steps to prevent mistakes from happening again. No error is a bad thing if we learn from it and creates a positive change or growth. If guarantees or needs to be put in place to minimize the risk of a new event, explain that you have recognized this and take action.
Sorry! This seems to be the hardest part for some people. Can you explain your mistake and take steps to prevent a recurrence, but to say "sorry", takes off the armor and openness to what ... What's the worst that can happen? Why is it so difficult for some people to admit that we are not perfect, while everyone knows that nobody is perfect Just say:?. I'm sorry I messed Please accept. my apologies. Could you please forgive me? Regardless of how that must make you vulnerable. I found that most (not all but most) people respond generously to sincerely apologize.
Where appropriate, the return. This is particularly important if the error affects the customer. You can have personal relationships with longstanding customers, but your relationship is still based on business matters. Maybe you can not afford to reward the customer in full as I would like, but all business is better than nothing.
Finally, the act of apology - either in your personal life or in business - is a good dose of self-awareness: awareness of their actions and the effect of actions on others. When you can be honest in their assessment of what he did and had the side effect, which naturally will be much less likely to repeat the error. Abandoning the need to be omniscient and infallible, and you become more accessible to more authentic relationships and communication with people you do business.
Kerry O'Malley is president and founder of Marketects, an industrial marketing communications agency based in Houston, TX. For over a decade Marketects worked in the manufacture of small and medium enterprises and many industrial services and has helped to increase brand awareness, move into new markets and acquire new perspectives through communication creative and targeted marketing. Before Marketects founders, Ms. O'Malley had a proven track record of marketing communications management in the actual manufacturing and industrial service companies. Because of his work with "the other side of the table," Ms. O'Malley was a no-nonsense approach to marketing and believes it can offer creative solutions for industrial companies, regardless of budget. He specializes in industrial and advertising campaign management P / R strategies for living and progressive development, content development Web site, visit the brand identity and development, and industrial chemicals management social media marketing.