Dr Brian's SmartaMarketing 2

Smarta Marketing Ideas for Smarta Marketers

Month: September, 2014

How to Handle a Mess Up?

Don’t Get Mad. Some Understanding Will Likely Get You a Better Outcome

Mike Dunn

Once upon a time in the 1980s…
A colleague and I travelled to California and the arrangements were made by an ‘almost captive’ travel agency located just off of the lobby of our corporate headquarters. We picked up our travel packets [2 plane tickets, 2 hotel reservations, and one rent car] from the agency and headed for the airport. On the flight, we looked at our reservations and found that we were booked at separate hotels that were a considerable distance apart. Needless to say, upon arrival there was an extensive phone conversation that involved some raised voices and tears. In the end, we stayed at the same hotel [the non-optimum one that was a fair distance from the vendor.

A few days later on the return flight, I began to think about how I would handle the situation with the travel agent. I decided that she made an honest mistake and I was a bit hard on her. When we returned, I went to the agency and asked to speak to her and then introduced myself [we did not know each other by name]. As soon as she blurted out the first sentence of her apology, I cut her off. I told her that I realized what a difficult job that she had, apologized to her, and then delivered a single rose from behind my back. From that time on, I had a personal travel agent who double checked her work and delivered prompt, ‘platinum’ service.

 

Mike Dunn is a Project Management Information Network Contributor (LinkedIn – https://www.linkedin.com/groups/Project-Management-Information-Network-Practical-6618103). Resourceful Critical Thinker —- Problem Solver Extraordinaire – Houston, Texas Area. Computer Software

How to Handle It When You Mess Up on the Project (and You Will)

By Mike Dunn

Guiding Principle: Always do the right thing based on an objective analysis of the facts – sans emotions.
Intent: If possible, determine if the screw-up was intentional or accidental.

People: Screw-ups are performed by people who are individuals. Individuals are unique – it is sometimes best to handle the same screw-up differently with different people.

Attitude: Think about it, the normal tendency to express indignation is usually not the best approach. Threats may be appropriate for some scenarios, but should usually be administered in a ‘low key’ manner.

Calibration: Carefully assess where the incident falls on the “How much does it really matter scale”.

Situational Analysis: Carefully consider timing and potential side effects. I am amused when a person in a restaurant throws a fit and belittles the waiter over an incorrect order. From what I know about the food and beverage business, I would not eat whatever the waiter brought back to fix the order.

Focus on the objective: Are you looking for only a short term solution or do you need a long and short term solution??

The above apply to both sides of a screw-up – when you [or your people] are the one who screwed up –

1. Immediately assess and understand the screw-up and the ramifications.

2. If possible, immediately come up with a recovery plan. Otherwise, get some folks working on it.

3. Immediately confess your sins without excuse. Ensure that you have covered #1 – an inaccurate confession could come across as an attempt at deception or that you do not know ‘what is going on’.

4. WRT #3, make sure that you go to the correct person first.

Mike Dunn is a Project Management Information Network Contributor (LinkedIn – https://www.linkedin.com/groups/Project-Management-Information-Network-Practical-6618103). Resourceful Critical Thinker —- Problem Solver Extraordinaire – Houston, Texas Area. Computer Software

%d bloggers like this: