A couple of weeks ago, I got a phone call that I dread. It was from a long time friend, who is also a customer, and she wasn’t happy.
She took the time to patiently explain why she was upset, laying out point by point the issues at hand. I listened, cringing at the honest feedback that she was sharing with me, and realizing the truth that we had let her down.
We were building a new website for her, and needless to say, we dropped the ball at a number of points along the way.
I was faced with two choices;
- Become defensive and argue that it wasn’t our fault
- Listen carefully, recognize that her feedback was a golden opportunity to improve our company, and do the right thing with humility
Thankfully, I chose the latter.
Do the right thing with humility
This is a core value at our business. It doesn’t mean it is easy. Hearing that we let a friend and customer down is never easy. Doing the right thing, whatever it takes, to fix the issues at hand and restore trust in the relationship … isn’t necessarily easy. But it is (and was) the right thing to do.
We listened. We fixed. We took the feedback seriously. And, we launched her new website for the world to see.
Thank you Tracy for your honesty, and for the opportunity to do the right thing and fix our mistakes.