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When you make a mistake, how quickly you act to own up, apologize, and correct - MATTERS. Then evaluate the processes leading up to the mistake. Was it a lack of focus? Poor planning? Quality or availability of resources? Consider in your evaluation - not just the impact on the business, but on the relationships in the business. What action can you take to rebuild trust? What can you offer (in addition to a sincere apology) to show you care and realize the significance of the mistake? Word of caution: when owning up to mistakes and offering a sincere apology, don't ruin it by offering excuses, blaming others or circumstances which may have or actually did cause the mistake. Leaders address the victims first, resolve the problem and rebuild the relationship. THEN, they move on to correct faulty processes and human behavior to prevent reoccuring problems. The victims care least about who was at fault, what process went ...