Dave Brock

“I Made A Mistake”

comments 0 comments  |  641 reads

I had a great conversation with a remarkable executive the other day.  We were talking about the sales strategies he had established for his organization.  At one point, he made the comment, “I made a mistake.”

At the time, it seemed like the best decision, but things hadn’t worked as he had anticipated.  In our conversation, there were no excuses, no rationalization, just the simple statement, “I made a mistake.”  We discussed why things hadn’t worked out the way he had hoped, what he had learned from it, and explored options for moving forward.

It was a remarkable, unfortunately rare conversation.  There were no excuses, no blame, no attributions; just the fact.  It was simple and provided great clarity in moving forward.

Too often, the single thing that limits us is the ability to admit that we have made a mistake.  We search for excuses, rationalizations.  We try to shift blame, pointing fingers to the economy, competition, or those “customers just don’t get it.”  Or we spend lots of time and resource in trying to hide it, to mask it, or “sweep it under the carpet.  We waste  incredible amounts of time, resources, energy, and opportunities trying to avoid admitting that we may have made a mistake.

There’s lots written about making mistakes and failing.  There is no end to quotes from people like Thomas Edison, any number of writers, entrepreneurs, and “gurus” on making mistakes and learning from them.  There’s all sorts of  “wisdom” about “if you aren’t making mistakes, you aren’t _____________________” (fill in the blank with whatever trite phase you choose.).

In spite of this, we never want to admit that we made a mistake.  Perhaps we feel that it demonstrates weakness, perhaps it exposes us, perhaps we feel threatened in some way.  Sometimes we’re worried, “what will my manager think?”  or “what will my peers think?”  Sometimes we are too hard on ourselves, we don’t have the ability to forgive ourselves and move on.  Sometimes we just don’t recognize we have made a mistake–we are clueless (but that’s a different post.)

The ability to admit, “I made a mistake.”  To recognize this and move on has tremendous power.  It sets a great example for everyone in the organization–encouraging them to take risk and move forward.  Admitting you have made a mistake is freeing, it enables you to clear your mind and move forward.

When is the last time you admitted, “I made a mistake.”


For a free eBook on Coaching For High Performance, email me with your full name and email address, I’ll be glad to send you a copy. Just send the request to: dabrock@excellenc.com, ask for the Coaching For Performance eBook


Republished with author's permission from original post by Dave Brock.

Dave Brock

Dave has spent his career developing high performance organizations. He worked in sales, marketing, and executive management capacities with IBM, Tektronix and Keithley Instruments. His consulting clients include companies in the semiconductor, aerospace, electronics, consumer products, computer, telecommunications, retailing, internet, software, professional and financial services industries.
0
No votes yet
 

0 comments »

Thomas Rasmussen

Thomas Rasmussen

The importance of not being wrong

Hi Dave,

Your piece resonates strongly with me as a customer loyalty professional. How often do we really hear businesses admit that they have made a mistake towards a customer and truly embrace that mistake? The arrogance of many businesses that go to great lengths to avoid admitting mistakes they’ve made with customers never ceases to astound me. Why is it so important to always be right and to avoid apologizing at all cost? Life would be so much easier (and profitable) for business and customers alike. Let’s all move on already… If anything honesty and the ability to admit to mistakes just helps humanize the business and forge even stronger emotional relationships with customers – the stuff true and lasting customer loyalty is made of. Thanks for the inspiring input!

Regards,
Thomas

Post new comment

The content of this field is kept private and will not be shown publicly.
CAPTCHA
This question is for testing whether you are a human visitor and to prevent automated spam submissions.
Image CAPTCHA
Enter the characters shown in the image.

MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Register today for Confirmit’s Mobile Research Roadshow!

Join us on May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

Register today for Confirmit’s San Francisco VoC Roadshow!

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.

Featured Links

Salesforce CRM

The leader in customer relationship management and cloud computing.

Strategic Roadmap for Digital Marketing

Free e-book (no reg required). 15 articles by digital marketing thought leaders.

Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact CustomerThink advertising sales.