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You May Be Missing Opportunities to Increase Credibility When Recovering from Service Mistakes

While working for a Fortune 20 company, I was transferred to another unit to service repair the account of a frustrated client. My new boss, Jon, explained that the unit was making many errors.

The client had made an ultimatum to repair the service or they would seek a new vendor.

After briefing me on the details, Jon’s boss, Guy, asked me if I could turnaround the service record of the account.

I said, “I don’t see why not.”
Guy said, “I don’t see why not either, but we can’t stop making mistakes.”

I told Guy the issue was not preventing mistakes. The issues was to . . .

Prevent Mistakes from Hurting the Client

Guy and Jon were taken back. They had an unpleasant history watching mistakes hurt their client. They thought they found someone, me, who would make the mistakes disappear.

I told them a “no mistakes” policy was unattainable. So let’s put our energy elsewhere. I am telling you the same thing!

I am not suggesting you should not have a mistake-free policy or guarantee. What I am suggesting is that the expectation that you can prevent humans from making errors is folly; a guaranteed formula for over-promising and under-delivering.

So if you are in Jon and Guy’s shoes, you do not want to hear me, the fellow you just promoted to fix these mistakes, tell you that mistakes are unavoidable. You want a happy and satisfied client.

Terrific! I have some wonderful news for you. Mistakes can become opportunities to actually increase your credibility in the eyes of your client?

Mistaking Your Way to Greater Trust in Client Relationships

In the contract, Jon had a 98% error-free guarantee with his client. They were not looking for a perfect product. You may have a 100% guarantee. Your clients are not looking for a perfect product, either!

What Jon, Guy, their dissatisfied client, and your clients are looking for is security.

They want to know—not that you will never make a mistake—but that you will reconcile the mistake when you make one.

Your clients will not be kept by avoiding mistakes.
Your clients will be kept by how you respond to your mistakes!

Here are five mistake-response strategies that will enhance your credibility in the eyes of your client:

1. Keep the Mistake from Hurting your Client

Whenever possible, correct the problem before it impacts the client. When I was working for Jon, I developed an improved quality assurance process.

Depending on your product or service, you can use quality assurance, a second set of eyes, checklists, or automated processes to catch errors.

Then, never miss an opportunity to tell your client why they never see mistakes.

2. Admit the Mistake

It hurts to admit your faults. But when it comes to confronting the pain of being wrong, you can either pay now or pay later with interest.

Taking ownership and accountability for your mistakes will greatly enhance your credibility. If you can get word to your client before they get word to you, you demonstrate that the importance of their needs is greater than yours.

3. Outline your Response to the Error

Briefly discuss the lessons your team has learned with your client. Do not embellish on the process. The goal of this exercise is to demonstrate that you have a method for repair.

Your client only needs to understand that you are mindful enough of the problem to prevent it from reoccurring.

Be proactive in thought and tone. Mistake or no, your client will not want to hear fear, desperation, or insecurity in your voice. What your client wants to know is that this mistake is an isolated incident and will not happen again.

4. Assess the Damage to your Client

Offer repair as appropriate. In Jon’s unit, we would correct the error as quickly as possible.

However, be wary of a demand to overcorrect. Except under rare conditions, your corrective action should not be proportionately greater than your role in the engagement. For instance, if you install bathtubs and your work requires repair, you should not rebuild the entire house.

5. Execute Repair and Follow-up

Ensure the repair is correct. Schedule follow-up contacts with your client. Physically visit the client if appropriate. Personal connection demonstrates concern.

Learn how your client experiences the error. Determine if this error reveals a need you were not aware of. Use this opportunity to build rapport and improve service.

If a specific employee is responsible for the error, use the error as a training tool to improve performance and stimulate innovation.

Learn from your Mistakes or Repeat Mistakes until Learned

Whether the responsibility lies with an individual or a process, challenge yourself to use this error as feedback to refine your processes and practices.

When composing mistake-response strategies follow the cardinal rule: Do unto others, as you would have them do unto you. If you run into someone and knock a stack of papers out of their hand, what is your best response? Apologize profusely and help them pick up what was dropped.

The appropriate response is really no different here. See to the needs of your client, and then identify lessons learned. Addressing client needs and learning our lessons saved Jon’s account. The result: a very trusting client and plenty of referral business!

Happy Client Retaining,

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© 2004-2007 Jeff Simon Consulting. All Rights Reserved. Wouldn't you love to peer into your client's head and know what they are thinking and feeling? Could you have better success at keeping and choosing your best clients if you could decode their behavior? Check out the Happy Clients Newsletter at: www.happyclientsnewsletter.com.

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