How tolerant of mistakes are you?
Mistakes by those you hire.
By the store clerk, or the server at your favourite restaurant?
What about when YOU are accused of making a mistake? (Whether legit or not)
With everything going on in our lives, occasional minor hiccups can happen.
But here’s the thing – it’s not about the mistakes themselves, but how we react to them that truly matters.
No matter if we are the victim of the mistake or the one making it.
For instance, after 20 years of being a business owner, I’ve learned that success in our industry isn’t just about designing beautiful websites or crafting killer marketing campaigns.
(Many people think those qualities are a dime a dozen, but the truth is, they aren’t. I’ll save that topic for another day.)
It’s about being compassionate, understanding, and empathetic when it comes to dealing with people and the small mistakes that can happen along the way.
Empathy matters.
Think about it – when a client reaches out with an issue, be it a misunderstanding or a genuine mistake, their experience is shaped by how we respond, which is a direct reflection of our brand positioning.
Are we quick to judge, or do we offer a compassionate ear?
Are we moving forward to find solutions, or do we play the blame game?
And yes, we get accused of making perceived mistakes.
All. The. Time.
Especially when it comes to marketing.
Notice I said “Perceived”. Imagine a client who believes their phone should have been ringing off the hook with new leads as a result of the $100 Google ad campaign we ran for them.
They’re upset and frustrated, thinking we’ve done something wrong.
But the reality is, they were expecting mega results with too small of a budget. It was simply unrealistic to think their business would benefit that much from just a few dollars of ad spend.
Even when we told them what to expect, they were hoping for more.
In such cases, we have a choice on how to respond:
- Fire them, claiming they are too difficult to please…
- Get defensive accusing them of not knowing anything about our industry…
- Retreat, apologize, beg for forgiveness (even though we did nothing wrong), and hope they don’t fire us…
Or…
Take the compassionate and empathetic approach.
- Look at the situation from their perspective.
- Understand they don’t know what we know.
- Acknowledge they are probably listening to others who are trying to sell them on similar services, promising the moon but having no intention, or know-how, to deliver those sky-high results.
If we respond in a non-emotional, professional manner that states the facts and industry standards while acknowledging why we understand how they could have come to that conclusion, this often resolves the issue.
Not only that but having this kind of professional interaction also strengthens our relationship with that client.
We’ve built trust and gained a long-term client.
So, how empathetic are you when it comes to dealing with minor issues, whether in business or everyday life?
When on the receiving end of the mistake or the one making it?
Imagine what the world would be like if we all looked at mistakes with compassion and empathy.
Can we all strive to be more understanding and empathetic when dealing with others, especially when it comes to minor hiccups?
I’d love to hear your thoughts and experiences. Let’s learn from each other and grow together because kindness matters more than ever before.
To your business success,
Susan Friesen
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About the Author, Susan Friesen
Located in the lower mainland of B.C., Susan Friesen is a visionary brand strategist, entrepreneur, and founder of British Columbia’s premiere boutique web development and digital marketing agency, eVision Media.
With over 20 years of experience in the industry, she is an expert in helping businesses establish their online presence and create a strong brand identity.
Her passion for empowering entrepreneurs and small business owners to succeed in the digital world has earned her a reputation as a leading authority in the branding and marketing industry.
Visit www.BrandIdentitySteps.com and download your FREE guide: "Unlocking Customer Trust and Business Growth: Your 7-Step Guide to Defining a Compelling Brand Identity that Appeals to Your Perfect Clients".
