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Great work. Once thing I feel was missed in the In.c article is providing a safety net for those tasks or people where a mistake might truly hurt a client of their own company.

It's great that employees and their employers learn from mistakes, it is not so great when clients are negatively impacted by them.

Usually it's the simple stuff that cause client errors. Emails or reports that were sent without final review. Data entry errors that were never checked in audit, etc.

Companies can use these as great moments to evolve, while easily avoiding the possibility that their clients might devolve.

Very true, Dan, and thanks for raising that important point more than I did.

I lump this under the "offer a clean-up plan and ideas to make sure it never happens again" component of my "if you mess up, 'fess up" approach.

In some cases, such as what you describe, this is truly the best and most appropriate approach. Clients often understand these errors and mistakes, but if you can respond to them with a sincere, detailed message of: "This is what happened. This is why it happened. We are not pleased, and these are the steps we're taking to correct the mistakes/errors. Additionally, these are processes we're putting in place to make sure it never happens again."

Most clients respond very positively to such a corrective solution. Involving the person who made the mistake in the process of defining the solution and the new "never happen again" processes also clearly communicates to the person that, while their error is not okay, they are important to the team and their input is valuable to making the situation right.

Those who liked this may also want to revisit an older article here: http://www.compensationcafe.com/2011/01/the-value-of-mistakes.html.

That is an excellent post, Jim, and I agree. I should have pointed to it directly in my post.

Dinna fash yerself, mon. Every important concept should be revisited regularly, and this is a vital one. Repetition is required for retention.

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