The Proactive Apology

Dealing with screwing up is never easy to stomach. I dealt with a mistake the other day that resulted in some really frustrating issues for a client. I knew there was a problem, started trying to fix it, and then reached a point where all I could do was wait until certain steps were taken beyond my control. Then I hit a fork in the road on how I was going to handle the issue with the client.

They hadn't called or emailed me yet to tell me there was an issue...maybe I should just wait until they do, crossing my fingers that by the time they notice the issue, it'll be fixed. No harm no foul - right? Then I got that gut check - I saw there was another way to handle it. I could call the client right that moment, even before they noticed the issue. Apologize, explain that I didn't know how much longer it would be till it was fixed (which in my opinion, is one of the worst things to have to tell someone), and take responsibility. The 2nd option sounded like 3 nasty punches to the gut. I felt like I'd rather chance them finding out in a couple of hours and cross my fingers that it would be fixed by then - afterall, its not like I had any "real" news at that point since I couldn't tell them yet when it would be fixed (that's me trying to wrangle out of facing the music).

So I sucked it up, called, and told them what was going on. Looking back, that was the smartest thing I could do. It positioned me as being in front of the issue, supportive, and relational. But none of those 3 things were on my mind when faced with the the decision, although they should have been. Lesson learned.

Apologizing as soon as a problem comes up, by voice (in person or by phone / no emails) may not be easy, but it is the path that will separate you from the pack.