We all mess up. That's a fact. But what you do after you mess up is so much more important than who did it and what price they have to pay for penance, isn't it?
In a recent project I was in charge of over 500 sign installations for
a logo conversion project. Many of them large signs on roofs across the
city. One of the larger signs was to be installed on the roof of a
building in Jamaica, Queens. Surveys were done and this particular
sign was constructed to fit the space to the tune of some $20,000.00 I
got a call on the day of installation telling me that the sign was 4"
longer than the allowable space. And on this particular occasion I
personally accompanied the crew and I wrote down the dimensions that
they called out to me. So in effect I was the one who did the survey.
We fixed the problem, but believe me it was an experience I will not forget.
As you can see, I'm qualified to talk about handling mistakes. I hope
you never find yourself in this kind of jam but if you do, here are
some things you should do...
1 - Come clean
Its never a good idea to try to cover your a$$. We aren't in school any
more and you can't blame the kid up the block. Eventually the effected
party will find out - and usually it will be from someone who will not
break it to them gently - and when they do things will be worse for
you. In order for you to be in control of where, when and how they find
out - you need to tell them and tell them right away. Also, oddly
enough taking responsibility and admitting your mistakes will go a long
way towards winning respect.
2 - Have a plan
The best way to resolve a problem is not to find blame, not to assign
blame, but just to find a way to solve the problem. Come up with a
reasonable way to fix the problem, map out what actions need to be
taken and get right to it. The people involved will appreciate that you
owned up to the mistake but you are also on top of the resolution.
3- Keep everyone posted
As easy as it might be to hide in your office, you need to remember
that there are people waiting to hear what you are doing to fix the
problem. Let them know your progress even though you think it might be
a reminder of your screw up. Remember, its not about you, its about
the project.
4- Forget it but remember the lesson
Learning from the past can help prevent repeat mistakes. but, don't
confuse that with dwelling on the past. Endless self-recrimination and
self-pity will do nothing for you in the long run. Understand the
mistake in order to avoid it in the future by documenting the mistake
in some way and also documenting the steps you took to fix it. Either
in the client's file or even in your day runner.
5 - Amends
It's a good word Amend and Amends both come from the same latin root
mendre : -, ex-, ex- + mendum, fault.. Amends defined as: Recompense
for grievance or injury, and amend: To remove the faults or errors in;
correct. So in fixing the problem you amend the situation, but you
must also remember to "make amends" via an apology of some kind. It's
likely your mistake cost others in lost time, productivity or worse -
frustration. Even if you fix the error - it helps to acknowledge their
frustration and show you appreciate what they went through.
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