When saying you’re sorry is JUST what the doctor ordered!

I recently had the pleasure of hearing Dr. Stephen Tang, President and CEO of the Science Center in Philadelphia, address a lunch group.   He addressed the entrepreneurial spirit, specifically in the context of his complex.  Taking one of his remarks out of context, I want to share it with you not because he cracked me up (and he did!)….but because of the direction it took my thinking.

He said:  The only definitive way to diagnose Alzheimers is after you’re dead and that severely limits treatment options.

Shake your head if you will, but it made me think of Oops baskets.  Follow along and I promise you’ll see my train of thought.

EVERY company has the occasional speedbump.  Either a mistake is made within your company, a vendor messes up and you have to make good on it or the client misinterprets/misunderstands/is just plain miserable that day and takes it out on you.  However you slice it your business relationship is at stake.

The most awkward phone calls we get  are from our clients who need to apologize to their clients.  They are embarassed to admit that something went wrong.  No one wants anyone to know that their company had an “issue.”  We, like Planet Fitness, offer a judgment-free zone.  Here’s our philosophy.

There are 3 ways to handle a mistake in business.

1. Hope marketing….where you sit there, do nothing and HOPE that the client doesn’t notice AND that they don’t go elsewhere!
2. Blame & denial….always a productive approach if you want to streamline your client base because this stance is guaranteed to send your customers racing to the competition.
3. Apologizing….with one of our creative, customized Oops! baskets.  Most reasonable people are happy with a sincere “I’m sorry” that resonates.  The best (and seriously, isn’t it the ONLY???) approach is to take responsibility, genuinely express how much you want the relationship to continue and make it right.

So back to Dr. Tang.  His treatment options were limited;  ours are limitless.  When your diagnosis is that a client isn’t satisfied with you, give the gift doctor a call.  We’ll take care of those shaky situations so the relationships don’t die!