“Service is about remarkable comebacks…the foul up followed by the heartfelt prompt fix is a lot more memorable even than getting it right the first time.”
Tom Peters
Working in the service industry, I know my company is bound to make mistakes in the eyes of our customers. No matter how hard we try and how much experience we have, at some time we will let our customers down and not meet their expectations. I believe the same can apply to our personal lives. We all make mistakes and let those down around us. However, like in business, the important thing is how we react to these mistakes. Accepting responsibility and correcting the problem is a sign of maturity as well as leadership. Making memorable comebacks for mistakes we have made should become part of who we are. Doing this will heal and strengthen relationships and build a foundation of trust and respect. Instead of getting unmotivated or upset by the mistake, we can allow it to motivate us to do better, to be more aware and sensitive, to exceed expectations, and to move toward accomplishing our goals.
Committing ourselves to making these memorable and sincere comebacks can set us apart from others. Doing this will make us better leaders and peacemakers. So remember, when things go wrong, think of it as an opportunity to leave a memorable recovery. Choose to be motivated, and people will love and respect you for it.
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