Cheryl Richardson - Week 45 - Making Good: Using mistakes as opportunities

Join our free online community


Life Makeover for the Year 2005
Making Good: Using mistakes as opportunities
Week 45 - November 7, 2005
	To subscribe to this free weekly newsletter go to: cherylrichardson.com/newsletter/subscribe.htm Dear Friends, If you missed last week's telegathering about the gifts of grace, you can listen to it be calling (405) 244-4000 - Box 253. Radio Announcement! Coach on Call has been picked up by Sirius Satellite Radio and will debut on November 14th on channel 114 — Lime: Healthy Living with a Twist, (satellite radio stations use names instead of call letters). Now you'll be able to hear the show on Sirius and on http://www.hayhouseradio.com/. Come join the fun on Mondays at 5pm ET (2pm PT)! As requests for products from our online store increase from our international members, we've been looking at options that will allow us to ship around the world. As of right now, I'm happy to report that we've decided to start shipping to the UK, Canada, and Australia as a test. If you live in one of these countries and would like to order from our webstore, Jan or Karyn will be in touch with the exact shipping costs for your approval, once your order is placed. You'll find the store here. Finally, Monday (11/7) is the last day to receive a free copy of the Stand Up for Your Life dvd with your Practice Building Workshop order. For more info on this exciting new business development tool, click here. Have a great week! Love, Cheryl
	"Giving people a little more than they expect is a good way to get back more than you'd expect." —Robert Half
	Topic of the Week
	In a day and age when quality customer care seems to be a novelty, I'm happy to report that there are good people in the world. A month ago I had an experience with a company who provided a product for our new home and I wanted to share it with you as an example of good business at work. A few months ago Michael and I placed an order for cresting — decorative ironwork that will run along the roof line of our new home. After working with the company on the proper design, we waited for the order to arrive two months later. When it did, we opened the boxes only to discover that the design was slightly different than we had originally ordered — not a small mistake considering the fact that the company produced more than 50 custom panels. While the missing element wasn't the end of the world, it did change the intended look. I reluctantly picked up the phone to speak with the general manager about the mistake. Building a home is a stressful process that provides plenty of opportunity to practice dealing with conflict. There are numerous subcontractors providing services and there are always the inevitable mistakes that need to be ironed out and corrected. So, as I prepared to contact the company about the design error, I braced myself, expecting to be met with some resistance. What I got was an unexpected surprise. I contacted Jon, the general manager of Architectural Iron, and explained the problem. He listened without any interruptions and then calmly asked for some time to check into what happened. During our next conversation, he immediately took full responsibility for the mistake and admitted that one of their talented and experienced employees had simply missed one small programming instruction. He apologized and said: "I'm very sorry this happened and I want you to know that we're prepared to do whatever it takes to be sure you're satisfied with your purchase. We'd be happy to send a truck from Pennsylvania to Massachusetts to pick up all of the cresting so we can get it back to the shop and redo the whole order. Then, we'll ship it back to you ASAP." Jon's offer was no small feat. It meant stripping paint from all the panels, removing all the attachment brackets, retooling the metalwork, and then painting everything all over again. Not to mention the fact that it would interrupt the manufacturing of existing orders. Upon hearing Jon's response, my reaction went from defensiveness to collaboration and I found myself wanting to help find a resolution that would correct the problem with the least amount of effort and cost. And eventually we did just that. Michael and I would use the cresting as is (they did a wonderful job even with the missing element) and accept a gift of door hinges for our front door. My interaction with Jon offered great reminders about how to effectively handle mistakes: When faced with a mistake, rather than get defensive or reactive, calmly ask for time to assess the situation. If the mistake is legitimate, own it, and apologize. When others are involved, separate the mistake from the person. Be willing to do what it takes to make the customer happy (just make sure that you only promise what you can deliver). Rather than expect disappointment, enter into conflict with an open heart and an open mind. Most of the time, mistakes are simply made by human beings with good intentions. Rarely do we set out to screw things up :). If you've made a mistake, ask yourself: How can I use this challenge as an opportunity? For example, if you offended someone, own it, apologize and see if you can use the situation to open a dialogue that makes the relationship stronger. If you've made a mistake at work, let your boss know that you take full responsibility for it and that you're willing to do whatever it takes to correct the problem. Then, get to it and shine. Since we're so used to hearing about poor customer service and those companies who fail to deliver on their promises, I'm happy to support people like Jon who are committed to doing business with integrity and care. So, if you're in the market for beautiful ironwork, you'll find it here: http://www.architecturaliron.com/. Not only did I get great customer care, I got a wonderful reminder on how attractive it is to be an upstanding person. . . Thanks Jon!
	In the News
	Check out our webstore special — the Turning Inward Journal/Tuning In CD special for $16.95. This set makes a great holiday gift, or a gift of extreme self care for those of you who are committed to developing a deeper relationship with yourself. This special is for a limited time only. For more info, click here. Please join me for Coach on Call, my Internet talk radio show, andlisten in while I offer free coaching and resources on topics like growing a business, changing careers or finding work you love. Simply log onto http://www.hayhouseradio.com/ on Mondays at 5pm ET (2pm PT). Be sure to call in,too! Dial (866) 903-TALK during the show (if you're in the US), or from outside of the US, dial your international country code first and then dial 1-858-623-0102. If you're too shy to call, email your question to: radio@cherylrichardson.com. Don't forget, if you miss a show, you can always listen to the archives. If you'd like a personalized copy of The Unmistakeable Touch of Grace for you or a loved one, put the person's name in the comments section of the online order form (be sure to put your name if you'd like it signed to you!) and I'll also write a little inspirational note. You'll find it here. Check out this month's issue of Body & Soul magazine. This month's column topic is: "Life's Wake Up Moments." Also, be sure to enter our contest to receive a free copy of the magazine by clicking here and sending us your name and address. You can also click here for a free trial issue.
	Life Makeover For The Year 2005 (sm) is written and produced by Cheryl Richardson. If you have any questions or comments, please send them to: cheryl@cherylrichardson.com. © Copyright 1999-2005 Cheryl Richardson, P.O. Box 13, Newburyport, MA 01950. All rights reserved.