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Mistakes are going to happen in any and every business or organisation. It’s how you deal with them that counts.
In his invaluable book “Setting The Table“, Danny Meyer says, “The Road to Success Is Paved with Mistakes Well Handled”
He suggests there are “Five A’s for Effectively Addressing Mistakes”
Awareness. If you’re not aware – you’re nowhere.
Acknowledgement. Say how you are going to sort it out immediately.
Apology. Say that you are sorry – and mean it. Alibis are no use, nor are excuses.
Action. Say what you will do to make amends.
Additional generosity. Go above and beyond what the patient expects.