You do enough stuff, things are likely to fall short once in a while. And when that happens, folk are likely to complain. Assuming you already did whatever you could to stop the bad things happen, what matters now is how you handle the complaints.
Category one responses: You can hide; you can obfuscate; you can pass the blame or reflect it back on the complainer; you can get defensive or evasive or angry; and you can always find a way to wriggle out from under it.
Category two: own it; deal with it; take it on the chin, apologise, and make it right.
We all know which kind of organisation we like to deal with. We all know which kind wins the long game. We all know which we’ll call back next time around.
We all know the right thing to do.
Skippy strategy: Behave like the good guys.
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