10 “Mistakes” to Maximize
Is your organization getting the most from the mistake it makes? Here is an exercise that will help you do so…and build morale and productivity in the process.
Read moreHooray for Viking Travel
Here’s a big mistake. The person who fixed it … it wasn’t his fault. In fact, he had nothing to do with it. But he took responsibility for it. And became a hero.
Read moreHooray for Zane’s Cycles
Mistake Cake is order for Zane’s Cycles in Connecticut! Here’s a fabulous story that came to us by way of Twitter. It’s in a blog post and a book written by customer service expert, Jeanne Bliss.
Read moreQuote of the Week: It’s not our fault!
When I am Cathy Customer and I pay for something, I do NOT care whose fault it is. I just want to get whatever it is I paid for. Is that how you feel?
Read moreMaking 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.
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