The person who returns after a mistake is responding to how the mistake was handled.

LEADERSHIP

WHAT THIS MEANS

Loyalty is usually decided after something goes wrong, not before. Nobody expects a business, a friend or a colleague to be flawless, so what people actually judge is the repair: how fast it was acknowledged, whether the apology was real, and whether anything changed afterwards. A well handled failure often leaves more trust than an uninterrupted run of competence. The mistake was the ordinary part; the response was the information.

After your next error, put the effort into the repair rather than the explanation. Acknowledge it quickly, fix it, and say what will be different.

A QUESTION TO SIT WITH

How did you treat the last person who made a costly mistake?

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