Taking a Second Chance

But don't bet on a third.

I’ve made my share of mistakes in business, and because I’m human, I’ll continue to make them. In fact, it’s a guarantee that despite our best efforts, mistakes can and will happen. When it comes to business, sometimes the mistakes are simple: a misspelling here or a forgotten meeting there. Other times, blunders are a bit more complex:

• Missing a critical event deadline.

• Branded merchandise that is delivered to the wrong client.

• Realizing the company you partnered with to supply the promo you sold suddenly has no inventory and cannot meet an in-hands date.

The more minor, more simple missteps are, by definition, usually easy to fix by employing common sense strategies like slowing down and paying attention to detail. By contrast, those big stumbles – the ones that instantly give you a pit in your stomach – typically have far-reaching impact that might dramatically change the dynamic between you and your client.

This is when it’s time to play the only card you really have: the second chance card. On the surface, people agree that, unless the error is malicious or egregious, everyone deserves a second chance as it represents the opportunity to learn from mistakes and grow from the experience. I submit that we augment that thought to people and organizations deserve a second chance.

However, what if the mistake is so big that your client might not be inclined, at least initially, to give you that opportunity to grow and move forward? For your best shot at that coveted second chance, follow these four steps:

1. Communicate Clearly – When there is an issue, you’ll get far more grace if you tackle it head-on. In many instances, we know there is about to be an issue before the client does. When that’s the case, YOU need to be the first to communicate the problem to the client. When circumstances don’t allow you to take the lead in sharing the mistake, listen with empathy and see the issue from their perspective and theirs alone.

2. Own It – At the moment a potential catastrophe is happening, no one really cares that the supplier screwed up or technology failed. All they care about is what you can do to fix it. As such, apologize honestly and own it. You can (and should) do a post-mortem down the road to uncover the underlying cause. However, this is not the time to point a finger other than directly at the person in the mirror.

3. Provide a Plan – As soon as possible, explain to the client what happened and what you’re going to do to make the current situation right and ensure that there will be processes and procedures moving forward so the mistake will not happen again.

4. Seek Feedback – Don’t be afraid to revisit the issue with your client after the emotions have died down. Ask them if, from their perspective, the matter has been both addressed and solved. If not, ask clarifying questions to understand what they are experiencing.

Honestly, the most powerful foundations of trust usually develop out of some level of turmoil. Looking back on past experiences, the clients with whom I have the deepest levels of trust are the ones where I stumbled and, ultimately, recovered. Because I took ownership at the inception point of the blunder, apologized without qualification or blame, provided a plan as to why the mistake wouldn’t be repeated, and asked for continual feedback, I validated the second chance I was provided.

Next time you are either at the giving or receiving end of a business mistake, remember that everyone – companies included – deserves a second chance. However, most people, including your clients, will be careful with third chances.