This week’s Quick List* is written in support of our Quote of the Week:  Skeletons in your closet?

When things don’t go as desired,  a simple apology may be enough.  Or a discount.  Or a systems review.    Something simple and quick and we can move on.  But  sometimes something more is needed.  A master of mistake management is quick to observe the potential development of a skeleton; is well aware of the value of getting it out of the closet; and knows how to make it dance.

Here are ten examples of dancing skeletons:

1.  Double Dog Dare program at The Gaston Gazette.  Years ago they and their customers described their delivery service as “horrible”.   They could have kept the delivery issues skeleton in the closet.  But instead, they made it dance.  Read more

2.  The Hot Spot List was a good dance partner.  When a subscriber had a repeated service issue, the customer’s name went on the Hot Spot List.  Read more.

3.  The 5 Star Advertiser Program at University Directories was very similar.   Due to a computer transition one year, there were many  mistakes in yellow page ads.  We wanted these advertisers (and our staff) to see that we considered this unacceptable.  Instead of allowing those skeletons to hide in the closet, we made them dance.   Read more.

4.  Remember the big Valentine’s Day 2007 ice storm at JFK Airport?   jetBlue cancelled 1000 flights.  Passengers were stuck on planes for up to nine hours.   They couldn’t hide this skeleton.  But they could’ve let it just stand there…and scare customers away.  Instead, they made it dance.  Read more about the jetBlue Marathon.

5. University Directories had never had a late delivery.  Until – one of our printers went bankrupt before finishing up the directories.  Despite much intervention, seven directories were 4-9 days late.  Up to that point, there had been no penalty clauses the university contracts.  They had been unnecessary. But now the “never been late” record, a unique and very powerful selling point in the industry, had been ruined.  We wanted to show our clients  that we took this very seriously and that it wouldn’t become a new, relaxed standard.  So for each of the seven universities: we drafted an addendum to their contract, stating per diem late fees.

Instead of hiding those skeletons in a closet somewhere, we made them dance.  And when we made the retroactive to include the current year and delivered a check to cover that year’s penalty, our clients were dancing too.  And do you know what?  Not a single one of them cancelled.

6.  And then – whether it’s an old skeleton or a potential one,  there’s the dance that goes like the one at Carolina Cleaners:  “It’s on time or it’s on us!”    A motto broadcast far and wide.

7.  It can even be a quick dance.  Have you ever gone to a meeting with print materials in hand and right before you walk in, you discover a typo?   Isn’t it amazing the way it jumps right out at you right then, when it had hidden so well from you earlier.  I’ve seen a number of people go forward in such meetings without saying a word.  And then I’ve seen others invite the skeleton to dance by saying something like, “There is a typo in here somewhere.  Whoever finds it first gets______”.    I’ve heard that blank be filled in with “this fresh crisp dollar bill”, “their choice of soda”, “a prize that I’ll send you later.”  It really doesn’t matter what’s in the blank.  It’s just a dance that can be fun in certain situations….shall we call it “The Typo Dance”?

8.  Some companies make skeleton dancing a monthly ritual.  Marcie Brogan started a Mistake of the Month Award at Brogan & Partners fifteen years ago to honor  “employees who confess their  blunders to the rest of the staff.”   Read more at:  Mistake of the Month Award at Brogan & Partners.

9.  Some companies make their skeletons dance each week.  Some even present a statue to the person who “messed up best”.  Did the statue look like a skeleton?  No.  But that’s not a bad idea!  Read more about this at:  Mistake of the week award at Keebler Cookies & Crackers

10. And then there is Ben & Jerry’s, where they dance with skeletons and then memorialize each one in their graveyard, allowing each one to Rest in Peace.

There is much to be said for making your skeletons dance.   But let me give you a word of caution.

Be sure the dance floor isn’t monopolized by skeletons or people may  forget to remember your success.

copyright 2010 – Business Class Inc

Jan is a coach, teacher, speaker and author who is passionate about performance management and corporate culture.

Her coaching specialty is working with women in leadership to take charge more effectively, make things happen and inspire others to do the same.

The 2010 Mistake Management Series:

• Theme for the Month:  Mistake Management
• Quote of the Week:  On Mistakes & Discovery
• 10+ Benefits of Masterful Mistake Management
• They Turned Lemons into Lemonade
• They Beat the Heat and Turned Lemons into Lemonade
• Yes! We Celebrate Mistakes!
• Action Action We Want Action
• Brainteaser of the Week #45
• Making Things Right at UNC
• Movie of the Week:  The Lemonade Stand
• Quote of the Week:  It’s Not Our Fault
• 10 “Mistakes” to Maximize
• Hooray for Viking Travel
• Hooray for Zane’s Cycles
• Brainteaser of the Week #46
• Satisfy your customers unless it’s hard
• Hooray for Sugarland
• Movie of the Week:  Do you have a Delores?
• Quote of the Week:  The customer is always right?
• 10 Reminders about ANGRY CUSTOMERS
• Movie of the Week:  The customer is always right?
• Quote of the Week:  Skeleton’s in your closet?
• 10 Dancing Skeletons

*Note: 10 by 10 on Tuesday (also know as a Quick List) is a weekly feature is for managers who don’t have time or don’t want to make time to read lengthy articles or even short paragraphs. Here you will find 10 tips or questions or steps or ways to Get 2 Goal or Be a Better Manager, etc). And it will be posted by 10 (AM – EST) on Tuesdays. Here’s our collection of Quick Lists to date.

copyright 2010 – Business Class Inc

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