Success does not consist in never making mistakes but in never making the same one a second time. ~George Bernard Shaw
Recently, one of my favorite clients launched a new product. Emails were sent. Sales were made. Feedback was great.
Until my client received this in her inbox….
“Hey, I just wanted to let you know that the first link on the download page is correct, but the one at the bottom goes to a different product. No harm, because I already bought that one, too, but I thought you’d want to know.”
Seems that when I set up the access page, I accidentally gave everyone two products for the price of one.
Yikes! (That’s not exactly the word I used, but you get the picture.)
By the time I received the email from my client letting me know about my epic screw up, she’d already fixed it. There was nothing for me to do but apologize.
Except there was more to do. I needed to prevent it from happening again.
This is a common practice in the manufacturing world, and it was part of my job for many years. Whenever a customer complaint was received, a team of people representing all departments was tasked with figuring out exactly what went wrong and putting a plan in place to prevent it from happening again. You can’t simply say “so sorry” when your screw up causes an automotive production line to shut down for a day.
So yesterday when I emailed my client back to apologize, I didn’t just apologize. I also said this:
“I’ve added a quality checklist to all our funnel set ups. From now on, before a new launch, we’ll walk through that list and ensure that all the links and other elements are correct.”
That’s so much more powerful and proactive than an apology, don’t you think?
What about you? Do you use checklists and procedures in your business to help prevent mistakes? Share your systems in the comments!