Your company reputation and trust takes time to build, but can be very quickly damaged. We call it ‘Doing a Ratner’! But if you handle a mistake professionally, and put it right honestly, it can actually help to build your reputation.
When things go wrong, as they inevitably do from time to time, it is essential for your company’s sake that you deal with it well.
- Be honest, right from the start.
- Frankly admit the fault, and explain why it went wrong.
- Explain what you are going to do about it.
- Keep in touch with the client during the process of making things right.
- At the end, explain ‘This is what we have done.’
Most people will accept an honest response to a problem. They are well aware that they themselves make mistakes, and need the same kind of forbearance from others.
Good firms pay a lot of attention to restoring a good relationship when a difficulty has occurred. And they spend a lot on PR when a job goes wrong.
And there is the upside: if something does go wrong, but the company handles it well, this can actually serve to enhance the company’s reputation.
