Tuesday, February 18, 2014

Mistakes Happen

(1:00) We all makes mistakes from time to time. Having the attitude that you don't make mistakes is not only unrealistic, it is harmful to your business. Handling a mistake well can actually increase loyalty and help you succeed. Here are some things to keep in mind the next time your business stumbles.

(0:53) 1. Own up quickly. Boaters actually understand that things can go wrong. After all, they've made mistakes too. It's difficult to get angry at someone who quickly and honestly confesses to making a mistake. So apologize and tell them what you will do to resolve the problem.

(0:47) 2. Understand what went wrong. The only way to fix a problem and ensure it doesn't happen again is to first understand why it happened. Key to this process is an environment where your staff is encouraged to come forward when mistakes are made. It should be a learning process for everyone with the mistake acting as a catalyst for improvements.

(0:38) 3. The buck stops here. Even if a problem occurred through no fault of your own or maybe even because of something the boater did, there is nothing to be gained by placing blame. Frankly, I wouldn't care who created the problem, I'd just want it fixed. Do that and you're my hero. Always focus on what can be done to fix the problem and keep it from occurring again.

(0:29) 4. Write it down. When you are in the midst of a problem it may seem you will always remember it but it's easy to move on to other tasks and forget. It's important to record what went wrong before moving to the next task. Include information about how it was resolved and any procedures or training that should be modified. That is the best way to move forward and ensure you don't make the same mistake twice.

(0:20) 5. Commit that it won't happen again. Use every mistake to learn and improve. Determine that you will make the necessary changes to prevent the same problem in the future. Let your customers know this and you will project your commitment to customer satisfaction. It's not actual perfection that will keep them coming back, it's the honest pursuit of the highest standards.

(0:11) In the end, your customers will remember how well you handled the problem rather than the actual problem itself. Treat every business stumble as a golden opportunity to show your customers that you have integrity and are committed to customer satisfaction. Use it to improve the way you do business and keep your customers coming back.

(0:02) And that's the marina minute.