The Business of Authority

What To Do When You Screw Up

What to do when you screw up.

What to do when you screw up.

Talking Points

How you can turn a screw-up situation around
Thinking about how the story is going to be told
How empathy can help you understand how the story will be told and how you can turn it around
Asking clients to trust you after screwing up
Avoiding defensiveness
Helping clients dealing with difficult situations
Responding to unsolicited criticism
Remaining respectful in the face of aggressive criticism or complaints

Quotable Quotes

“We ask our clients to tell us what’s wrong, what isn’t working, to be vulnerable that they’re not perfect.” –RM

“Step one for me when it happens is don’t get defensive.” –JS

“Sometimes maybe it’s not about you.” –RM

“Take a breath, think about the other person, try and be empathetic to their situation, try to see it through their eyes.” –JS