How to make mistakes
Making up for your mistake is one way to show how much better you are than your competitors. Here is what to do:
- Correct the error. In our case we didn’t put up a banner advert on the site then swanned off to a meeting where there was no net access. In the end it went up almost a day late, but we didn’t dally. The moment we got to a PC we uploaded the banner. That was the easy part.
- Balance the books. Although it wasn’t a full day, we made sure the banner ran for an extra day to make sure the customer got what he paid for. That's easy too (although a lot of companies don't even get this far).
- Go the extra mile. We may have sorted it, but that still wasn’t enough; we need to do more than he expects. So to apologise for being crap, we sent him some Craptrumps. Hopefully he will laugh and have a couple of games.
So if you mess up see it as a chance to shine. You might get a loyal customer out of it.