Wow did we blow it!Wow did I blow it!
We all fall into certain personality types. I tend to want things in order, well thought out and anticipate any potential problems and have plans in place for every scenario that could take place. As a leader I need to make sure that I am casting a vision of those plans to my teams. So what do I do when somehow a mistake takes place? Did I fail to plan? Did I get caught by surprise? Was it something beyond my control?
I choose to take my failures and dissect them like a CSI agent. I think failure creates a great classroom of learning. But just being in the classroom is not enough. I have to be a good student in the room and really want to learn.
THE PROBLEM - Recently a visitor to my department had a poor experience and poor reception.
THE CAUSE - No one was able to help resolve their concerns, no one was present to answer their questions. No one valued their presence.
THE IMMEDIATE RESULTS - In the end, they left frustrated and not sure if they would ever return.
THE CHANGE - As the department head it is my responsibility to respond quickly. I need to gain an understanding of the situation and take appropriate action.
THE RESPONSE - My guest did not deserve the experience they received. It is certain that they formed a mental report card in which a failing grade has been assigned. It's time for me to try and earn some extra credit and get a passing grade. There is something here for my team and I to learn!
Some leaders may choose to identify blame or cast off the problem to another person (in my case, a volunteer.) Leadership takes the courage to face challenges head-on and great leadership must possess a sincere desire to improve their level of service and excellent leadership learns to respond appropriately with sound judgement.
It's easy for any organization to advertise that all guest will have an excellent experience. But if the organization oversells and under-delivers the end user can feel betrayed. Utopia is a rare place and elusive to all. How then do we respond when an eventual breakdown occurs. Even Disneyland, the happiest place on earth, must have a daily onslaught of guests that may voice their opinion when something went wrong. How do they prepare and plan for this - guest relations. Empowered representatives that can be empathetic and take appropriate action should be part of the plan. If they can convey a personal touch with a sincere apology where it's due, there is hope that the guest's opinion can be turned around. How refreshing is it when an organization accepts responsibility if it failed to deliver what it mission statement said it would do, and then goes many steps further to try and gain back the trust of respect of its guest?
In my situation, I took full responsibility for the failure of my team members and myself. I offered a sincere apology and statements of empathy. I asked for another chance to make a great first impression and extended a personal opportunity to meet with my guest face-to-face to try and earn their respect.
It does not end there. I need to make sure that we, as a team, share our experience and buy-into a revised plan so that the problem does not recur. Follow-up and team meetings are scheduled.
Failure does not define us, but failure is a classroom that we must learn in if we want to move ahead in leadership.
