If a hospital can make good after a crippling mistake, you can too!

Businesses make mistakes faster than anyone can count. Customers suffer from those mistakes daily. And many businesses ignore their mistakes, sweep them under the rug, and deny them vociferously.

Why? What does it do for anybody? Not much, is the answer.

In the August 25th Wall Street Journal, Laura Landro writes about a hospital mistake that left a smart little 18-month old girl with a crippling brain injury. Unlike many businesses, and hospitals, this hospital admitted their mistake. They explained to the parents exactly what happened and why. And then they set about preventing a recurrence. 

When the parents returned for a subsequent visit, the evidence of the improvement efforts was obvious. The parents did not sue, other children were now in better hands, and the parents were glad to see good come from their misfortune.

If a hospital can do this, your company can too. Admit your mistakes, apologize, figure out what went wrong, and establish new practices that will prevent future problems. You will retain customers and improve your product or service. Improved products and services, along with satisfied customers lead to more business.

Angry customers and hidden problems lead to losses now and in the future.