A small leak in the roof after a pretty serious storm last week prompted me to call a roofer. I got somebody with a great reputation. I talked with the owner personally. As promised his guy showed up the next day and promised me he’d be back the following day to do the repair.
NOT! Three days went by until I heard from the company again. I got a call this morning from the owner, who I had talked to originally. He apologized and wanted to let me know the work would be done this week. Then he made the fatal error of telling me why I hadn’t received a call. His guy is down with the flu and then he was on vacation last week and…
Here’s the point: I didn’t care what the reasons were. When you don’t provide the service that either you promised or is expected it’s absurd to think excuses are going to bail you out and suddenly put you on the right path again!
I had a battle with Comcast year’s ago over a technician who didn’t show up at our home for an installation. Comcast told me he did show up, but we weren’t home and they claimed they left a tag on the door. When I met the technician two days later he apologized and told me his father had a heart attack. Once again, I felt badly for the guy, but my issue wasn’t with him – it was with the boneheads at Comcast who didn’t dispatch another technician or, at the very least, call us. Instead they tried to blame the problem on us.
Over a year ago Bruce Berg did a guest post on SkipsPhotoNetwork.com. He had a client whose shoot he completely missed and totally forgot about it. He wrote in the post:
“They said the refund was all they wanted. They understand mistakes happen. Goodbye. I don’t like goodbyes. I could let it go, but it troubled my soul deeply to have failed so big like this.
I like resolution, redemption, hope. I sent a card and months later, no response. With one last college try, I sent another card pouring out my heart, telling them I really wanted to try to make amends and would they please accept a $1000 credit from me for another session?
The good news? I photographed them this week. Yes, the bride was greatly disappointed 3 months ago, but she said as she left, ” I really appreciate your commitment to making it right”.
If people recognize our sincerity and we truly step up to the plate then yes, redemption is a possibility. Despite our failures, there can be hope.” Bruce Berg
Don’t make excuses for your mistakes. Accept ownership and then work to figure out how to resolve the challenges. Let your clients know they can always hold you accountable no matter what the issue. It’s one of my wife’s favorite lines, “Own your own sh##!”
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