I made a mistake today.

Even though everyone makes mistakes, those are still bitter words to say. Today's mistake is going to cost me a little money, too, because I need to make it right to my client.

I suppose the temptation would be to make my vendor eat the loss. And to try to keep my loyalty, they probably would. But it wasn't their fault. They did exactly what I told them to do.

Satisfying my client by mistreating my vendor doesn't really make anything right anyway.

I made the mistake. I miscalculated. And I alerted my client to the mistake before they would even have been aware. When I alerted them, I took the blame and also proposed a solution. They're not angry. They're not even frustrated. They don't want me to take a hit for them. (I love my clients.)

I hate making mistakes. I learn from them, but I prefer to learn from other people's mistakes while keeping my own to a minimum!

Did you make a mistake today? I hope not. I hope you go on a long streak of mistake-free business! Although I goofed up today, I'm pleased to say I'm not doubling the mistake by running from it or hiding it. If you goofed up today, make sure you do the same.

Labels: customer service, management, marketing

I made a new friend recently, a serial entrepreneur who is both fun and fascinating to talk with.

Most recently, we got on the topic of the different types of business owners. The E-Myth came up, including its description of "technicians."

A technician is a plumber (for example) who starts his/her own business, whereas a "visionary" hires three plumbers and builds a company.

It's very important to know what type of business owner you are, and supplement whatever you're lacking. Don't just try to work around it. Instead, seek out the resources you need to thrive.

Not everybody needs to build a company. Some can be perfectly happy just making a living with the skill of their own two hands (or mind or whatever). But whatever your goals, going it alone won't make you a hero and often won't allow you to succeed at all.

What would help you in your business, right this very minute? How about two months or a year from now? Maybe you need a fellow technician from a different discipline, or maybe you need a visionary to guide you towards greater possibilities. Whatever your answer, seek out that help as soon as you can. Resources are all around you, so be resourceful!

Labels: management, marketing, planning, strategy

I was privileged recently to accompany my oldest son (age 11) to an awards program sponsored by the Committee for Integrity Enhancement.

He won an award for his essay on Respect. (A fine writer, probably better than his old man!) Needless to say, I'm proud of the boy.

Sitting in that auditorium, where the emphasis was on character building and integrity in the community, a few thoughts came to mind about the subject of integrity.

First, be wary of companies that name themselves Integrity or trumpet their own moral virtue. Part of that is personal experience -- the only client I have ever fired had Integrity as part of its name.

There's also an old proverb I'll paraphrase here -- "Every man proclaims his own goodness, but who can really find it?" I tend to think integrity isn't something you broadcast, and it isn't something that should be part of your sales pitch. Just demonstrate it -- every day, in ways little and big.

It's something that should simply show. Integrity has little to do with words or promises, but a lot to do with the delivery.

Integrity doesn't calculate the cost/benefit ratio of doing right. Integrity doesn't weigh short-term gain versus long-term risk to reputation. Integrity acts on what is known to be right. If you're doing any calculating, then what you have is something other than true integrity. You have a decision resulting from weighing the options, which means you've given at least some consideration to not following your best judgment and instinct.

By now you know what's right and wrong. You know what's cutting corners, you know what's hiding flaws, you know what's true and what isn't. Give no thought to consequences, and just do the very best you can. The rest will take care of itself. (And even if it doesn't, you're still better off for having backbone.)

Labels: customer centered, management, planning