For some people there's nothing quite as difficult as saying, "I was wrong." Swallowing pride and admitting fault is stressful and scary, but it's almost always better than the alternative – trying to hide or downplay a big mistake. This is especially true when it comes to business transactions. In a perfect world, the products and services your company sells to clients would meet deadlines without a hitch. But, as we all know, it isn't a perfect world, and sometimes things go wrong. So what do you do when you've made a mistake on a project you're working on for a client? Here are the steps you should take:
Fess Up
It's critical to admit your mistake and to do so as soon as possible. If you try to cover it up or delay the bad news in any way, your client could (and probably will) lose all trust in you, which means your chances of continuing a professional relationship are slim to none. Admitting a mistake and apologizing for it, on the other hand, shows that you're professional, willing to admit fault and hope to work toward a solution. As soon as you realize your error, set up an in-person or phone meeting with your client.
Take Responsibility
Part of apologizing effectively is taking full responsibility for the mistake that was made. So, absolutely no excuses. It's important you don't try to pass off the blame to someone else or say, "I'm sorry, but XYZ." Believe me, the client will not care.
Make an Action Plan
What the client will care about is how you're planning to fix the problem. That's why, before even jumping on a call with them, you should come up with a plan that has actionable next steps. For instance, if you messed up an important deadline, how are you going to rectify that? Are you going to dedicate your next couple of days to solely this client's project? If you can go to the client and say, "I'm so sorry – here's how we can move forward," they'll be much more willing to continue working with you than if you make excuses and pass the blame.
Learn From It
According to the Harvard Business Review, one of the most important steps you should take after making a mistake is figuring out a system that will keep it from happening again. Develop a long-term solution to the problem, because if it happened once, it could come up again on different projects. Remember that mistakes happen – but there are ways you can decrease their likelihood.
Consider Compensating if Necessary
Some mistakes are a lot more severe than others. Something big enough that it costs your client money or business, for instance, is a lot harder to fix than something smaller. Depending on the magnitude of your error, you may want to consider either refunding the client, offering gift certificates for future services or giving them freebies. In business, the bottom line is what counts the most, so it can be a good idea to make a financial gesture if you affected your client's.
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