I want to talk about something none of us likes to admit:
We messed up recently.
And as boo-boos go, it was a big one.
We were installing a routine bit of software for a client and accidentally threw a switch that locked all their users out of their email.
Gulp.
It also locked us out, cutting us off from our normal route for fixing things.
Oh, man.
Recovering after a major mistake
We resolved it by throwing all our available people at the problem and bringing our Microsoft contacts in to help. But it took a while. It was uncomfortable for our clients and extremely embarrassing for us.
As an interim measure, we used digital duct tape and virtual fairy dust to create a workaround that made things look normal to their customers. But it was a bandage, not a cure.
After 48 hours, the situation was rectified, and the client was made whole. We took steps to communicate that we valued their business – and showed that we really meant it.
Building (or rebuilding) client trust
The reason our apologies and reassurances were credible is that we were painfully transparent throughout the whole mess.
Here’s the thing: We confessed our mistake early. We showed our embarrassment. We made it obvious that we were in this with them. And we kept the client continuously updated about the state of our repairs.
Early on, when we realized the problem couldn’t be solved in an hour, our blood pressure began to rise. So, you can imagine the tension in our shoulders after 48 hours. Even so, we stuck with it until everything was resolved and put the client’s pain ahead of ours.
It goes without saying that we don’t ever want to make that mistake again.
So why am I sharing this embarrassing story publicly? Because the lesson is valuable to every small business.
The reason the client is still with us is simple: total transparency.
- We didn’t hide or sugarcoat the mistake.
- We didn’t dodge their calls.
- We didn’t get involved in some corporate version of “ghosting.”
And I’m proud of our team for digging in to make things right.
And then this happened…
The value of transparency and rebuilding client trust came home for me a week later. That’s when one of our vendors made a mistake that hurt us, knocking us sideways for three days. The details aren’t important now (the situation is resolved), but the vendor handled it differently:
- They didn’t communicate while the problem was happening.
- They never apologized for the chaos they caused.
- They offered no gesture that our business mattered to them.
Being on the receiving end of such an event made me even more convinced of two things:
- Client trust matters when challenges arise.
- Therefore, transparency and immediate action are the best remedies when you make a mistake. (And let’s be honest: eventually, we all mess up.)
I believe that when your company makes a mistake — especially one that hurts your clients — your response defines you. So, if you own a small business, I’d encourage you to take this to heart:
– Own the mistake fast
– Be embarrassingly transparent
– Work relentlessly to fix it
– Offer a sincere apology
Clients don’t expect perfection. But they do expect honesty, effort, and respect. If you can deliver that — even when things hit the fan — you’ll build deeper trust than you ever could through smooth sailing alone.
Pictured: Dylan and Dan work to resolve the issue.
