No one likes to screw up. In fact, much of our working lives are spent in tasks designed to keep us from screwing up.
Still, screwing up is inevitable. It happens to all of us sooner or later. When it does happen to you, make sure you handle it like LowerMyBills did.
Background
Within a week’s time last month, LowerMyBills uncovered not one, but two major reporting errors in its affiliate program that prevented many of its affiliates from receiving all the commissions they were due. This isn’t some fly-by-night company, either. Few companies pay out more in affiliate commissions than LMB, so this was a major issue.
How They Handled It
As soon as they recognized the first error, they sent an email to every one of their affiliates clearly outlining what the problem was and how they planned to solve it. Nowhere did they try to duck blame for it or try to make it sound like less than it was.
After discovering the second error, not only did they take the same approach, they included a 20% bonus to make up for screwing up.
So let’s recap:
- Admit you screwed up.
- Say what you’re doing to fix it.
- Offer some kind of appropriate compensation.
Whatever you do, don’t try to cover it up. Your customers are smart, and especially with the coming of the Internet age, they talk to each other. If they find out that you knew something that you weren’t telling them, or if they feel like you didn’t take ownership of a problem, they will turn on you in a heartbeat.
On the other hand, own up to a problem immediately and appropriately, and you’ll win customers for life.
It’s an easy choice, but one that’s not very obvious when it’s you sitting there having discovered that you’ve screwed up.
Comments
The same thing works in hospitals, too. I’m not talking malpractice issues, but little things like forgetting a patient’s request. Owning up to a mistake is always the best policy.