We made a mistake and almost lost a client (Real Talk)
Listen, mistakes happen. What matters is how they’re handled.
We recently made a mistake that almost cost us a high-ticket client. And while we’re human and understand mistakes pop up from time to time, it’s so important to assess them so they don’t happen again.
In this blog post, we’re giving you a deep look at what we did to make things right. Keep reading so you can handle mistakes in business with grace and integrity, too!
We took full accountability.
When our client reached out to us, we owned the mistake.
No blame-shifting. No pointing fingers.
We took ownership of what went wrong.
Because if we understand anything, it’s that high-value clients don’t expect perfection. They expect honesty.
we figured out what caused the mistake.
If you don’t know why a mistake happens, you’re doomed to repeat it.
We took a good look at the systems and processes to see where the gaps were caused.
Getting to the root of the problem and taking action to correct it ensures that it will never happen again.
We apologized and made it right.
An apology by itself is just a band-aid.
To truly make things right, there needs to be supporting action behind the tough conversation.
Instead of just fixing the problem, we removed the task completion time from our client’s time sheet.
To us, integrity will always be greater than an invoice.
We updated our internal processes.
Mistakes happen.
But making the same mistake twice? That’s just bad business.
After reviewing our systems, we tightened them up so this doesn’t become a repeat offense.
The Bottom Line
Clients don’t leave because you mess up. They leave because of how you handle it.
Own your mistakes, fix them, and put better systems in place. Period.
That’s how you retain healthy relationships with clients who continue to trust you.
If you need someone who can help you turn operational chaos into clarity, we invite you to join us in the Pocket COO. This is our high-touch, strategic consulting service that will optimize your operations so you can make the greatest impact while living a life that lights you TF up!
Let’s connect about it here.