Sometimes we fck up.
After all, we're human.
This week was interesting because I encountered two such fck-ups - one of which was mine!
It got me thinking about what we should actually do when we make a mistake that affects someone else.
How NOT to deal with one.
Earlier this week, I signed a hospitality contract. And immediately was confronted with an 'oh, no, it's actually more expensive than we said' situation.
I showed them their contract. It was clear. But when I challenged their mistake I was met with:
- Explanations - Clarifications - Excuses
But no apology.
They were clearly wrong, but sought to explain it away, and it got my back up.
I don't like having to push back twice to get someone to honour their own contract. It makes me feel like an ogre.
When you make people feel unreasonable, or unheard, frustration doesn't dissipate, it builds.
The Tide Turned on Me
Less than 24 hours later, I was the one making the mistake.
I forgot a call I had and ended up standing the person up.
I cannot tell you how much I HATE this when it happens to me. It's the ultimate sign of disrespect, and makes the person feel that their time isn't valued.
I squirmed in my chair as I frantically thought of how I could explain away the slight.
IT problems? Something with my kids?
Anything that would make the person nod and accept that it was justified, and forgive me.
But I realised quickly that I wouldn't be helping them forgive me. I'd just be excusing something that wasn't excusable - because when you mess up, there really is only one right way of handling it...
OWN IT!
When you make a mistake, there really is only one thing you can do to make it better.
Own it.
Not with caveats or bolt-ons or excuses or buts. Just own it.
"Sorry, I messed up, it was bad. It's totally my fault. Please forgive me"
There. It's done. And you'll find that most of the time in life, once you apologise and own it without qualification, it's very hard for people to stay mad at you.
No one likes to beat a person that's holding their cap in hand.
Because the only thing that might appease the other person is genuine, undiluted humility.
So when you f*ck up next, whether you are a CEO or an SDR, just own it.