Stop Pretending It’s Not Your Fault
Businesses have always known that apologizing for their mistakes is the best solution to maintain their position on the market. Your apology can not only save your reputation but also help those who have been hurt during the process. Apple, for instance, offers a brilliant example of how to apologize after Taylor Swift decided to boycott Apple Music when the free trial service announced artists wouldn’t be paid during the period. Responding rapidly, Apple changed its stance on the offer, promising to pay artists and adding, via Twitter, that they heard Swift’s worries. By taking responsibility, acknowledging the pain caused as well as fixing it, Apple grew from the experience. The lesson? Mistakes happen, but those who take responsibility can remain strong.
Unfortunately, there are too many grey areas in which small businesses continue to ignore their involvement, blaming the fault on someone else. Ultimately, errors affect your reputation. Improving the situation means accepting your part of guilt too.
Business fleet accidents
When your truck is involved in an accident, it’s easy to want to shift the blame onto your driver. But ultimately, you have to be realistic. The public is unlikely to be impressed by the “it’s not me; it’s him” attitude. Additionally, if the accident was the result of a flawed fleet safety strategy, it’s doomed to happen again in the near future. You need to review your approach to employees working hours – overtired and overstretched staff is dangerous on the road –, as well as your fleet maintenance policy, which are the two most common causes of road accidents for businesses. The bottom line is that you’re responsible for your driver’s health and your vehicle’s condition. If you don’t give your company the best chances to perform safely, it’s unfair to blame your employees for the resulting disasters.
Employees don’t care about customers
The last thing you want to read in online reviews is a series of negative comments from disgruntled customers who didn’t receive the care and attention they deserve from your staff. While some negative feedback could be attributed to back luck, you need to understand that a large number of bad reviews is an alarming sign that you’re doing something wrong with your employees. Indeed, employees who don’t feel valued or appreciated are less likely to care about your customers. If you want your team to care, you need to start by showing them that you do too.
Employees make silly mistakes repeatedly
Nobody is perfect. A stressed-out employee could accidentally send the wrong invoice to a client or forget to call back a prospective lead. But when the same mistakes happen day after day, it’s an indication that your staff may be overworked. Indeed, overworked employees experience a dip in their performance, often as a result of trying to get by while juggling multiple projects at the same time. Additionally, their ability to concentrate weakens, making it more difficult for them to finish work on time. The truth is that most employees work overtime as a direct consequence of heavy workload and constant interruptions. As a business owner, it’s your job to make sure your staff enjoys a positive work environment.
Businesses often fail to consider the extent of their responsibilities, such as the way in which their decisions and internal behaviours can affect the health and performance of their teams. Remember that being overtired, dissatisfied, and overworked is not a natural state for your employees!