Two stories on the effectiveness of that admission this week…
1. Seth Godin reports this:
“Jim Davis, CEO of New Balance, in the Boston Globe:
“Q. What was wrong with New Balance’s approach to apparel?
“A. It was my fault. We just didn’t do it right. We didn’t have the right people. We tried to be all things to all people and didn’t do anything right.”
2. Joel reports this extraordinary experience with his local locksmith –
“Now I was fuming…”
Amazing what those four little words can do…especially when the person saying them means them. Time to start practicing?
It was an act of humility . . .
and always “the way to go.”
This is the first thing I read this morning at 5AM. And it really helps me set the proper tone and mindset for my day. Loved Joel’s column. Thanks for reminding me of the 3 easiest words to foster lasting relationships – easy does it!
Oh I liked this one. The words, “it’s my fault” do diffuse situations….even when it’s not my fault. And it’s also freeing for ME too. Then I dont have to “defend” whatever is sometimes not defensible.And that means focusing only on the solution and not the problem and the defense thereof. And isnt this what we want? What everyone wants? The problem solved or fixed.
Also, the words “you may be right” is a good diffuser for me even when I dont believe it.Stops most people in their tracks.
Works for me.
Thanks, Kim, always for your untiring work on making us aware so we can grow and mend our ways as needed.
And I need reminders.
Thanks, always, for NMC.
Mary
http://www.pilifestyle.com/22519/product.htm
When you mess up – ADMIT IT. Don’t try to cover it up. There is absolutely NOTHING wrong with saying “I made a mistake”. We are human. Humans are not perfect and make mistakes. It’s when you make the same mistakes over and over and over, there’s problems.
If you did something wrong and it affected others, admit it and move on.
It was my fault. That’s not a bad thing. No one expects you to be perfect, just honest. I’ll take honesty over false perfection anyday.
Roxanne Green
“It’s my fault” is a powerful phrase. Yesterday, before I’d read this post, I realized I’d ordered the wrong product for a long-term customer of mine. Although the product was similar to what she’d wanted, I thought she might, understandably, ask for the exact item she’d ordered. I was prepared to place another order at my own expense. Imagine my surprise when, after I’d apologized for ordering the wrong product, saying it was entirely my fault, the customer said that wasn’t a problem, and she was happy to keep the item.
Great post
Joel’s article rang a bell re blowing out the dust……
Many years ago my refrigerator suddenly stopped working so I called a local appliance repair place and said what had happened. The guy told me it would cost $40 for him to come look…I figured I had no choice. He came and right off asked if he could borrow my vacuum cleaner…
Then he removed the kick plate and vacuumed the coils under the refrigerator and took off the back cover and vacuumed around the condenser and fan.
“Call me again if you have problems” he said when he was pocketing my check.
“Not in this lifetime” said I – “you could have told me what was wrong over the phone since you clearly knew what was the problem.”
“Yes but we don’t do that in our company.”
To this day I tell people about vacuuming underneath and behind the refrigerator weekly – especially if you have pets. Ditto around computers. Anything with a motor and fan collects dust and pet hair….
I also told all my friends and neighbors about the appliance repair company near us and no one went there.
Where did we go? To another place that offered customer service over the phone – which saved us money and made us feel like they valued customers – not cash in hand.
And another point in the article – about admitting fault and saying I’m sorry.
We live in a climate now where politicians and other entities actually poll to see if they should ever say they made an error and to apologize. I’m not sure who they poll as they seem to have arrived at the conclusion to almost never admit to making an error – and if they do say anything about an error they make sure it’s only a minor one – or they admit there is an error [the passive voice] and pass the blame onto others or saying they will “investigate” [another euphemism for not doing anything about the problem.]
I can’t believe the majority of us say we don’t want others to admit fault and apologize…apologizing and admitting fault is not only good customer service – it’s a good way to live…
Lynn
grow older better
Absolutely what this country needs more of…self-responsibility. It’s not my mom, dad, sister, brother, teacher, indian-chief, dog (you get the idea)’s fault.
I am responsible for my actions and when I am wrong it is my responsibility to admit fault and apologize.
I just love these post.
Carol Raynor
http://www.myvemma.com/yourlife
This certainly goes back to the old theory that if someone has a good experience, they will tell one or two people at most. However, if they have a bad experience they will tell 8 or 10. Would you rather work hard for those couple or be lazy for the 10?
I am student teacher at the moment and have been working in education on and off for the past several years. I find it appalling when a teacher may be in the wrong but won’t acknowledge this to the students.
At one of my previous teaching positions, I made a mistake and was going to apologize to the students and was told not to by my supervisor.
I have conveniently forgotten what my mistake was, but the reaction of the staff remained.
Monday and Tuesday I had to cover the teacher’s classes and I gave the student’s the wrong answer (who the heck knows what an apostrophe is a literary term?)and today I told the teacher that in front of the kids. I think it is vitally important to demonstrate humility and own up to our actions. It can be really, really hard sometimes, but as people in the business of building relationships, it is absolutely necessary to learn how.
If you haven’t already done so, go click on the link in the blog for #2 that says “I was fuming”. It is a great piece on customer service and acknowledging wrong doing.
Laura Kane
Boston, MA
http://www.lbkscents.com
If it really was your fault, admitting it will bring people closer to you and most likely give you a second chance with them. If a customer knows it is your fault and you don’t admit it today, everyone in town will know it was your fault tomorrow. It isn’t what happened as much as it is how you handle it that depends on whether or not you keep the customer and add new ones.
Brenda Bunney
405-612-0473
networkmarketingsuccessbunney.blogspot.com
http://BrendaBunneyMLM.com
brendabunney@yahoo.com