Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Dec 02, 2008 8:21 pm Post subject: Where We Are?
A business makes a mistake and has problems completing a client’s service. The job is not ready when promised. The business owner tells the client that a supplier did not ship needed parts, rather than the truth.
The client leaves perhaps less unhappy than it they were told the truth. Employees also hear the owner and know the truth.
Joined: 28 Jul 2008 Posts: 16 Location: Tifton, GA, USA
Posted: Tue Dec 02, 2008 9:59 pm Post subject:
There is no shame in making a mistake. There is no shame in stumbling as long as it's not over the same stone that you've tripped over ten times already. There is shame in a lie! The customer may never know the difference, but how can the employees trust management in a situation like this. The whole situation breeds mistrust! Mistrust breeds division. Division destroys the team concept. A house divided against itself cannot stand. Personally, I'm better able to deal with the truth than dealing with the fact that I've been lied to.
_________________ Keith White
Owner
Whites Auto Service
Tifton, GA, USA
Joined: 15 May 2007 Posts: 146 Location: Garden City, KS
Posted: Wed Dec 03, 2008 6:53 pm Post subject:
I agree with Keith in the fact that there is no shame in making an honest mistake. We are human after all.
I would also add that is there really any justification in making a misleading claim to demonstrate higher value? In any case, it doesn't address the bottom line issue: why was the mistake made? Can it be prevented in the future?
_________________ Matt Fanslow
ASE CMAT/L1
Crag-Technologies, Inc
www.wavehook.com
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