Monday, 2 January 2012

"I don't care, not my problem, just fix it!"



 "I don't care, not my problem, just fix it!"

This is a phrase that is usually preceded by an excuse for having messed something up, and a lame attempt at shifting blame away from yourself and onto others. Unfortunately if you are the client facing contact, I've got news for you, it's your fault no matter what you say, because YOU are responsible for delivering on the clients expectations. So, if you find yourself in this situation, take a deep breath and Man(or Woman)up, and start practising "Yes we made a mistake, here is how we are going to fix it".

In most cases, two things will happen, you'll earn a lot more respect from your clients and you'll get things sorted far quicker and with less compensation than if you try to cover up or shift blame.
Most reasonable business people, understand that mistakes , mix ups, or oversights happen in business, and most just want the solution. Taking ownership of the problem also helps circumvent any further complaints and forces you and the client to focus on the solution, which can also quickly turn a negative experience into a positive one.

If there are fingers to be pointed internally, do so once everything is sorted, and you can be objective about what happen rather than while you are in the heat of the moment and likely more emotionally involved (This will get you plenty of respect internally too).
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