Friday Field Notes: Owning the Bad Day

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You will mess up.

A tech will be late.

Someone will snap on the phone.

A job won’t go as planned.

That’s not the test.

The test is what happens next.

Most companies dodge blame.

The great ones say:

“You’re right. We failed you. Let us fix it.”

That sentence is powerful.

Because humility builds more loyalty than perfection ever will.

Action:

When you mess up call the customer personally. Say the words:

“You’re right. We failed you. Let us fix it.”

Mean it.

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