They Turned Lemons into Lemonade
Can you think of a time when you were the customer, “they” made a mistake, but handled it in such a way that you ended up happy, kept doing business with them, and maybe even recommended them to others?
Isn’t it great when that happens?
Don’t you wish it happened more? It would be a whole lot easier for everybody in the long run.
With the hope of raising the awareness of and promoting the mastery of Mistake Management, we have declared September Mistake Management Month. And we are looking for lemons to lemonade stories.
Here are a few to get things started….about Domino’s, Outback Steak House and Four Corners Restaurant. Read more
We beat the heat & turned lemons into lemonade.
Can you think of a time your organization made a mistake and then handled it so well that the customer was pleased, kept doing business with you, and maybe even recommended you to others?
If so, congratulations! I hope it’s part of your company folklore so that everyone there can learn from it – both the mechanics and the philosophy.
And I hope you will share the story here so that people outside your organization can learn from it. Who knows…you might be on the receiving end of better mistake management because of it!
Need some examples first to trigger some memories? Here are a few stories we have collected over the years. Read more
Yes! We celebrate mistakes!
Does your organization celebrate mistakes? Reward mistakes? Make it safe to make and learn from mistakes?
Like the ones below about Ben & Jerry’s, Keebler Cookies & Crackers and Brogan & Partners.
We’d love to hear your story too!
The Making of Mistake Cake
Years ago, I was making a birthday cake for a colleague at work. Yellow cake with chocolate icing.
The layers were just out of the oven and needed to cool a while before the icing went on. But it was late, I was tired and so I didn’t wait.
Big mistake! Read more
It’s Mistake Management Month!
September is Mistake Management Month here at Business Class.
The purpose is to raise awareness of mistake management and to celebrate those who do it masterfully.
The mechanics of and the philosophy behind managing mistakes is missing in most Customer Service Plans.
Movie of the Week: Next Steps
Football season has just begun and so our feature film is from the locker room…a scene from the movie Any Given Sunday.
This is a good one to show your team if they need encouragement to keep on pushing, inch by inch, toward the goal.
In case football isn’t your thing or in case showing a movie with this message is not the best next step for your team…
don’t worry! There are many other options in our cineplex. Scroll below to see all the choices. You can watch one or all for the same price.
So grab some popcorn and enjoy!
Watch Your Step
A word of caution about next steps…
…be sure your next steps are connected to your desired outcome.
Doing so can save you lots of unnecessary steps.
By the way…do you know your desired outcome?
Use this (below) as a helpful reminder. Post to your computer screen in 3 easy steps (see below). 
Related Articles:
- Theme for the Week: Next Steps
- Quote of the Week: What’s the next step?
- 10 opportunities to get more done in less time
Related Themes: Read more
Brainteaser of the Week #44
Use a brainteaser to start, revive or end a meeting. It’s a great way to shift the brain, spark new energy, maybe even cause a giggle or a smile. All of which can help you boost morale and productivity. Making it easier to get wherever or whatever it is you want to get.
This one reveals a great tip for….oops…better not tell you. Have already given you enough hints.
Brainteaser #44 is below. Read more
10 opportunities to get more done in less time
Have you witnessed any of these morale and productivity busting situations in your office?
A. Have you ever sat in a meeting with a group of people, discussed a “situation”, come up with solutions and then a few days or weeks later found out that no one has done anything about the “situation”?
B. If you asked meeting participants why nothing had been done yet, have you ever been dumbfounded to hear responses like: Read more
Quote of the Week: What’s the next step?
Do less. Leave things undone. Stop the busy-ness. Get going. Build momentum…even if it is with baby steps. Sound contradictory or confusing?
This week we clarify and reinforce critical points and share helpful how to’s. So…
It’s a question asked frequently by take-charge-make-it-happen leaders.
It keeps things moving… Read more
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