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.
Brainteaser of the Week #31
Use a brainteaser to start or revive or end a meeting. 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.
Here is a nice companion to our Quote of the Week: Take a Stand. And a great way to get better results.
What does this represent?
stand stand stand stand something or fall fall fall fall anything
Created by Jan Bolick
Ready for the answer?
copyright 2010 – Business Class Inc
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10 Morale & Productivity Boosters for June
The foundation of good morale and productivity is hiring the right people. Yes – don’t hire grumps. And the people must have clear roles, responsibities, expectations and goals. And they must receive training and coaching which includes feedback, direction, support and recognition from a trusted manager or coach.
If these aren’t in place, this article is NOT for you. If they ARE in place, I encourage you to put this quote to work every now and then.
Here are ten just-for-June opportunities for doing this. Read more
Let’s hear it for small business!
Next week (May 23-29) is National Small Business Week.
As we all know, small businesses have a big impact on our economy. And despite a tough economic environment over the last couple of years, there’s reason to celebrate.
- There are an estimated 27.2 million small businesses in the United States.
- Small businesses are major contributors to the strength of the American economy.
- More than half of Americans either own or work for a small business.
- Small businesses create 60-80% of new jobs in the country.
- Small businesses drive innovation, create 21st century jobs and increase U.S. competitiveness. Read more
Clear Expectations at The Eden Roc Hotel
For managers to get the results they want, they must make expectations clear.
It’s easier for all when managers do this from the start the way Joe Hakan did at The Dean Dome and at The Siena Hotel. But the manager can’t stop there. She must follow up, coach, reinforce, remind and recognize. That’s because people forget. It’s not that they weren’t listening. It’s just that there is so much to remember. So many distractions and demands. Read more
Clear Expectations at Performance Acura
The #1 killer of productivity is unclear expectations. How can you make yours clear?
Some managers do a good job of stating expectations from the start the way Joe Hakan did at The Dean Dome and at The Siena Hotel. But many times, they don’t follow up, coach, reinforce or recognize. So people forget. It’s not that they weren’t listening. It’s just that there is so much to remember. So many distractions and demands. Read more
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