“Never ruin an apology with an excuse.” – Benjamin Franklin.
Sometimes things go wrong.
Not often—because if you run a good business, you’ve got solid processes. But every now and then, something slips.
When it does, what matters most is how you make it right.
The question is, Do I have a process for that?
Because it’s not just about saying sorry. Although, that could be a good start.
It’s about:
- Making the other person feel heard.
- Letting them know when it’ll be fixed.
- Giving them a plan—and following through.
Get that right, and you’ll often come out stronger than before and have a customer who positively raves about you.
Mess it up, and you might lose the relationship altogether.
So today, ask yourself:
What’s my “make it right” process?
And if something needs fixing. Then go fix it. While you’re doing it, list how you’ll fix it in case it happens again.
Top Tip: Use the Voice Recorder on your phone to record what you’re going to do, then copy and paste the Transcription into ChatGPT to clean it up and list the steps you took. Download as a document. Boom! It takes a minute, and you’ve just made a standard operating procedure for your life or business. Easy!
Have a marvellous Monday. Marvellous. Isn’t that a wonderful word?
