Build Client Trust Series: Admit Your Mistakes

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We all make mistakes.

While we do what we can to avoid mistakes in our businesses, things sometimes go wrong. How you handle them is what will set you apart. It’s also an important strategy to help build client trust with your prospects and customers. 

I'm sure you're familiar with the expression, "First impressions count". You want to make a good first impression in your business. You want to be known as someone who sticks to her word. And when you make a mistake, you should admit it and then do whatever it takes to fix it. So, let's dive into this a bit more.

Examples of Business Mishaps

Here are some things that could go wrong in your business.

• You overlook something important.
• You miss an important client meeting.
• You double-book.
• You use the wrong link in an email.
• You forget to write a subject line, or worse, you send a blank email.
• You upload the wrong file to an email.
• You forgot to apply the coupon code that you promised your readers.

And the list goes on...

Then sometimes, it might be something out of your control like your website crashes, your technology fails you, or your podcast guest doesn't show up.

Been there? I sure have!

No matter what the mistake, try to focus less on feeling bad about it. Instead, direct your energies toward finding a quick solution. Show your audience that you understand that the mistake was an inconvenience for them and that you care and value their time.

Examples of How to Fix Mishaps

Here are some ways you could provide solutions to the mistakes.

1. Resend the email, adding a free download to make up for the inconvenience.
2. Rebook the podcast, or record something special to make up for the mishap.
3. Send your audience a new email with the correct file and throw in a surprise bonus. 
4. Send your audience the missed coupon code and give them a bigger discount or add a little something extra.
5. Make sure to apologize to your audience for the mistake.

🌟Tip: Most likely your clients/customers will alert you to the problem. So, send a nice thank you email to them and then do something for them to show your appreciation. 

Ok, we just broke down a few examples of mistakes that can occur in your business. We also discussed a few ways to rectify those mistakes. Now, here is a 3-step formula to sum it all up: 

🌟 Take Responsibility. The mistake or mess up is on you. Acknowledge and apologize.

🌟 Make It Right. Do whatever you need to do to correct it.

🌟 Go The Extra Mile. Do a little something for your audience (e.g. a bonus or discount). 

Final Thoughts

Mistakes will happen but it's your reaction to them that makes the difference. Use this simple three-step process whenever things go wrong in your business. It will go a long way towards establishing you as someone to trust and do business with again and again.

What was one mistake you made in your business? How did you fix it? Please share in the comments below.

Other posts in the Build Client Trust Series:

Craft a Clear Sales Message

Under Promise and Over Deliver 

Be Consistent

Use Testimonials

Use Audio and Video Messages

Highlight the Value