Making Things Right at UNC
Here’s a great story from the archives…perfect for Mistake Management Month. It’s about a mistake that was made by UNC- Chapel Hill. At graduation in May 1997.
Read moreAction Action We Want Action
Action shows concern. Action shows you care. Action shows that you appreciate this customer, sincerely regret disappointing him and want him to continue doing business with you. It shows that you are committed to avoiding the mistake in the future, but that if by any chance you do make a mistake in the future…you will fix it.
Read moreQuote of the Week: On Mistakes & Discovery
Many of us say we want to learn from mistakes and that we want those around us to do the same. But few of us really do more than surface learning. And many of them (those around us) quickly learn that the best thing to do with mistakes is cover them up.
Read moreTips on Tipping & Gift Giving
There was a helpful article in the News & Observer (Raleigh, NC) today, written by Leah Friedman: “Take these etiquette tips and pay them forward”
Read moreThey Turned Lemons into Lemonade
Can you think of a time when you were the customer, “they” made a mistake, but handled it in such a way that you ended up happy, kept doing business with them, and maybe even recommended them to others? With the hope of raising awareness of the importance of Mistake Management, we have declared September Mistake Management Month. And we are looking for stories about Masterful Mistake Management.
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