All of us slip up once in a while. And, unfortunately, sometimes we make a big mistake.
Properly handled, your slip up doesn't have to damage your client relationship or impede longer term business development.
A meaningful apology and effective action is based on:
- establishing the facts - make certain you know exactly what went on - get past any urge to "cover up"
- take positive action - tell your client what you plan to do and exactly when
- take a hard look at why the problem occurred - are there any systemic deficiencies ?
- examine your reactions to the problems
- get the message out in your organisation about what has to change and why
- confirm with your client that your apology and action has been accepted
- after a while, check that you and you firm haven't slipped back to the old ways.
Constructive action and a meaningful apology can make a positive difference to client relationships.
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